How To Turn Survey Responses Into Actionable Insight

Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more importantly why they are unhappy is not quite so straight forward. By

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How To Map The Emotional Journey Of Your Customer Experience

Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to ensure the positive emotions outweigh

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Survey Respondent Experience – Let’s Talk About the Elephant in the Room

Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire

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The Holy Trinity of Customer Experience – Connecting Leadership, Employee and Customer Feedback

Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is more important than customer experience.

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5 Reasons Why You Should Be Using Conversational Surveys

Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational surveys are going back to the old-style face to face interviews by

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The 5 Customer Experience Sessions You Have To See At Dreamforce 2017

Heading to Dreamforce on November 6th? Well if customer experience is your thing then we have taken a look through the 2,700+ sessions available over the course of the event to bring you the top

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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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