19 STEPS

1. Let’s take a look at what our customers are saying and compare to what they are saying about our competitors. Hover over Experience.

2. Click Insights.

3. Click Insights by Category.

4. Under the Brand filter, click All.

5. To view insights for our brand first, let’s adjust our filters. Click BDP.

6. Click the dropdown arrow to confirm your choice of filter.

7. These are our strengths and weaknesses for BDP. Our top three strengths are People Skills, Staff, and Transparency.

8. Now let’s filter to explore our competitor’s strengths to learn what they are doing well and what we can implement at our business. Click BDP under the Brand filter.

9. Click All.

10. Click the dropdown arrow to show all options.

11. Click America’s Best to view their insights.

12. Click the dropdown arrow to confirm your choice.

13. Here, we see the top 3 strengths of America’s Best. While Personalized Experience is not a strength or weakness of ours, it is an area we want to improve upon! Let’s find out how.

14. Let’s look at the Sentiment Map and click into Personalized Experience.

15. Click View Customer Quotes.

16. Click Category Sentiment to change the sentiment dropdown from Negative to Positive and see real customer feedback and what they like.

17. Click View Review.

18. This takes you to the full review. At BDP, we do not have a follow-up call as part of our post-exam process. This is something we can add to make the customer experience more personalized.

19. The Experience Insights dashboard provides great value when exploring how both you and your competitors are doing in the eyes of your customers, whether positive or negative.

That’s it! You have completed this walkthrough.