Best practices, deep knowledge and techniques that will help you retain clients and achieve success.
Customer Experience
A simple guide to understanding XLAs, measuring real IT support experiences and improving user satisfaction Congrats, your IT ticket was resolved! The only problem? You’re behind on your work, you're frustrated, and you’ve just…
Customer Surveys
Customer Retention
Customers Complaints Will Force You To Improve Your Product/Business Criticism can be tough to take. It’s hard to know which feels more sickening – customer complaints that feel unfair or surprising, or those where you know you messed up. It’s…
Customer Feedback
Taking care how you build customer surveys and which customers you survey comes down to this: if you’re going to do a job, do it well or don’t bother at all. Survey bias threatens the whole purpose of customer surveys. This is why eliminating…
Customer Experience
Customer service is a critical part of the way organizations engage with their customers. Customers’ experience of that is commonly what these businesses are judged on and compared against. This guide examines the concept of customer…
Customer Experience
Deciding on the right questions to ask for surveys is harder than it looks, so we have collected 51 worked examples. They span Likert scales and closed-ended satisfaction questions through to multiple choice, with quick dichotomous questionnaire…
Customer Experience
Negative reviews can disproportionately impact how a brand, product or service is perceived. Having just a small number of them can really take the gloss off a bunch of more positive reviews, especially if they’re recent. We look at how…
Customer Experience
QR codes pop up in all sorts of places, with many now designed to entice people to launch a customer feedback survey. In this guide, we examine the benefits of the QR code survey approach, the mechanics of making it happen, and best practices…
Customer Experience
It’s not enough for people to notice your brand, they have to experience it too. This means communicating a brand personality in every customer interaction – one that fits with your values and how you want your business to be perceived. But…
Customer Feedback
Every organization should strive to enhance the service they provide to customers. But how do you make it happen, and what role does customer feedback play in helping you make the right changes to customer service? This guide is perfect for…
Staff Employee Engagement
Feedback is a phenomenal source of insight, but your focus shouldn’t all be about customer feedback. Organizations can learn all they need by listening to what their own employees have to say too. If you’ve ever wondered about employee…
Customer Experience
When looking at your Net Promoter Score® (NPS) customer feedback strategy, two elements will be at play: Transactional NPS (tNPS) Relational NPS (rNPS) In this post we explore tNPS in detail, how it’s different to rNPS and how…