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 gaining deeper insight through conversations. … Read More
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5 Biggest Net Promoter Score Mistakes and How To Avoid Them
Net Promoter Score (NPS) is a hugely popular rating system that companies use to rate customer experience. Although on the surface it appears extremely simple, there are still a large amount of companies that are not using it correctly. We … Read More
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 5 must see CX sessions. … Read More
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 at what exactly Net Promoter … Read More
How To Create a Successful Customer Experience Measurement Program
If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a customer experience measurement program in … Read More
How Well Do You Know Customer Experience? (Quiz)
Think you are a customer experience expert? Well why not take our short CX quiz below to see how much you do actually know! Share your results and see how you compare with others. If you are looking for ways … Read More
Connecting VoC with ROI: Making a business case for your Voice of the Customer Program
A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and taking corrective actions will result … Read More
How To Measure Emotion In Customer Experience
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers … Read More