A good customer experience (CX) begins with an excellent website that conforms to the latest design standards and trends. Your website is the face of your business, but many business owners make the mistake of designing their website from their vantage point. While this may seem natural, it’s crucial to remember that visitors don’t know your business as you do.  Your website might be full of content, but users will bounce if it doesn’t serve up quick and easy answers. They are also unlikely to return when they find a better UX (user experience) elsewhere.  Ask yourself this question: How […]

Have you ever read a positive or negative comment about your brand and wondered why customers felt the way they did?  By capturing subjective information, you can gain insight into how customers feel about you and use that information to improve their experience.  This process is called customer sentiment analysis.  Let’s look at customer sentiment analysis and how brands use it to improve customer experience.  What is customer sentiment analysis?  Customer sentiment analysis is an automated process. It analyzes conversational English in online communications to see how customers feel about a brand, service, or product.  By analyzing customer social media […]