How To Make The Perfect Chatbot

Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal best practice as you will want to change your approach depending

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How To Avoid Survey Bias

Survey bias is an often-neglected part of the survey creation process. If left unchecked, it can make your results irrelevant and insignificant. So, what exactly is survey bias, what are the main causes and how

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How To Make Customers Actually Like Leaving You Feedback

Ugh, another feedback request, another survey invitation. This time I could win 400 paper clips for just 10 minutes of my time. I am constantly being asked to review things. Amazon even asks me to

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Evolving Customer Surveys into Customer Stories

I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those is for me). As I queued for the pleasure of serving

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How To Deal With A Drop Out Rate Dilemma.

Before we get into today’s post it is probably useful to start with a brief explanation of the difference between response rate and completion rate. The response rate is the number of people who completed

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Customer Service Vs Customer Experience Vs Customer Engagement

Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross over, businesses should have a different strategy for each. Just to complicate

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Net Promoter Score: What It Is and Why You Should Care

If you are interested in using customer feedback to drive business growth, then Net Promoter Score (NPS) can be one of the key tools in your customer experience arsenal. In this post, we will look

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How To Build Long Lasting Customer Loyalty

It takes so much effort to gain a customer now with an ever-increasing competition base and more savvy customers. So, when you do finally manage to convince your customer to choose you – it is

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How to Increase Survey Response Rates

‘The Customer Is Always Right’. That’s how the saying goes. So, are you actually listening to your customers? Or let’s go one step further and ask are you even giving your customers a chance to

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Top 6 Tips For Gathering Event Attendee Feedback

If you have ever run your own event, you will be more than aware of the endless tasks required planning the event. Sometimes you can be so obsessed with the planning and organization that you

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