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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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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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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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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A Guide To The Customer Journey

Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those days, I am afraid, are over. The modern customer journey is

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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

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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

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