Learning about Root Causes of Negativity without Asking

people boarding airline

The Hungarian airline Wizz Air has grown from 2 million passengers in 2005 to 39.8 million last year.  However, due in part to this rapid ascent, the airline hit some turbulence in between August 2019 and August 2019: Congested airspace Unexpected technical delays Cancellations Weather events Air traffic controller strikes. This led to negative online […]

The Role of Emotion in Customer Journeys

A common thread running through many of the presentations at last week’s Insights Associations NEXT conference was the role of emotion in understanding customer journeys. Anne Beall of Beall Research shared her firm’s research into how emotions affect a customer’s journey through purchase interest, repeat purchase, and brand advocacy. “Consumers don’t think their way through […]

Time to Reassess Customer Satisfaction Tracking

Time to Reassess Customer Satisfaction Tracking

We’ve likely all been there.  Whether it’s after a customer service phone call, a visit to an automotive dealership or even a resort, a sales person or customer facing agent has subtly or directly encouraged you to respond to a pending customer satisfaction survey with the highest rating possible. And chances are, if we are kind […]