We’ve completely updated our blog on how top CX consultants turn surveys into strategy. Too many companies still measure customer experience the wrong way—so in this update, we show: If you’re collecting data but not seeing change, this post shows how to make every survey count. 👉 Read the updated post.
Customer experience management software is everywhere. From big platforms like Qualtrics and Medallia, to cheap tools offering free plans and simple summaries. This explosion of customer experience management software explains why every company everywhere is sending surveys. But what’s the quality of those surveys? Usually poor. We know they’re not actionable because, even as companies […]
Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies don’t want to collect customer feedback in all its various forms, so […]
What Is Customer Retention and Why Does It Matter? Customer retention may sound like business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. That’s […]
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Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Today’s rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer “nice-to-have” in your customer data platform—they’re essential features […]
We just updated our Customer Survey Program Costs guide with even more insights and detailed breakdowns! What used to be a high-level overview is now a comprehensive resource covering: How survey costs vary by size, complexity, and methodology The 7 key factors that impact pricing—and how to optimize them How to measure the ROI of […]
Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers’ journeys—in ways that spark bottom-line success? In December’s CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy […]
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, […]
Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and […]
If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities […]
Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting the most out of your customer feedback dashboard. Customer Feedback Dashboards: Strengths & Limitations No doubt dashboards will make your business life easier but they do have some strengths and […]
Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting […]