Customer reviews are everywhere these days. But they rarely actually improve customer experience. This post explains why it’s wrong to solely use them.
Getting the survey volume right can be tricky. You want transactional feedback, but you don't want to annoy customers in the process. Here we offer some top tips to get it right.
Getting colleagues to respond to customer feedback has many benefits for the business and the customer. This post explains how to do it.
Having long and tedious surveys is bad. Learn why it’s such an issue and what the consequences are.
Gaming customer satisfaction surveys to trick the customer into giving higher scores is really bad practice, yet sadly quite common. This post explains why it's so bad and what the consequences are.
Making things easy for customers is really important. Obtaining a customer effort score is very useful with many benefits for you and the customer. This post explains why it's so important and what it can tell you.
Getting your survey timing right is really important, yet many companies get it wrong. This post looks at both good and bad practice.
Sharing customer feedback with colleagues is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Responding to feedback is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.
If you ever feel helpless in the face of complaints, it’s time to stop. They don’t happen at random, they happen for a reason. We’ll show you how to to break the cycle and dramatically reduce complaint volume.
If you’re looking to grow your customer service team, we look at what key attributes you should look for, but more importantly, why they matter.
To keep customer satisfaction high, you need to use feedback in two very different ways. Learn what they are, and how to do both.
There’s more than one kind of satisfaction survey. Sending the wrong type at the wrong time can lead to… dissatisfaction. We’ll help you get it right.
If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.
It’s not hard to comply with the GDPR when you know what you’re doing. We’ll show you how…
"Elite marketers know that online reviews aren’t just a gimmick to boost your CTR. Learn how the right reviews process can transform your business, and how to get started."
Follow these steps to transform customer complaints into compliments online and win new promoters for your business!
Make sure you get these basics right to avoid making mistakes when you implement your customer service strategy!
Learn why Sainsbury’s social media strategy makes for great PR but not great customer service.
Find out 3 things I learned about the business value of customer feedback when I ran a real-world feedback experiment.
A customer feedback system helps you guarantee customer satisfaction. But what will happen when you start? You will be surprised - but in a good way!
Net Promoter may be the ultimate question, but that doesn’t mean it’s appropriate in every situation.