May 23, 2025 New & Improved: 9 Core Customer Service Principles Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck...Read more By Martha Brooke
May 19, 2025 B2B Customer Experience Research—Latest CXPA Roundtable Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA...Read more By Martha Brooke
May 14, 2025 Email Survey Best Practices 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...Read more By Mikaela Neal
May 9, 2025 New & Improved: How to Increase Response Rate We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new...Read more By Martha Brooke
May 9, 2025 New & Improved: Customer Experience Research Firms We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information,...Read more By Martha Brooke
May 1, 2025 22 Best Practices for Surveys: Tips for Writing, Design, and Analysis You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced...Read more By Martha Brooke
April 24, 2025 What Is Customer Effort Score (CES) & Why Does It Matter? Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had...Read more By Martha Brooke
April 18, 2025 17 Alternatives To Qualtrics: Key Features & Use Cases Compared Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with...Read more By Martha Brooke
April 10, 2025 60+ Different Survey Types & Methods (and When to Use Them) A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question:...Read more By Martha Brooke
April 3, 2025 New & Improved: How to Choose A Net Promoter Company We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new...Read more By Jack Hahn
March 27, 2025 How to Increase Customer Retention: 15 Proven Strategies That Work 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...Read more By Mikaela Neal
March 20, 2025 The Best CX Software Of 2025 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...Read more By Mikaela Neal
March 13, 2025 How Can Sentiment Analysis Be Used to Improve Customer Experience? Sentiment analysis reveals the emotions your customers feel—but knowing how they feel is only useful if you know why they feel the emotion in the...Read more By Martha Brooke
February 25, 2025 New & Improved: Customer Survey Program Costs 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...Read more By Mikaela Neal
February 21, 2025 How to Improve Your NPS Score: 21 Strategies Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who...Read more By Martha Brooke