CX10 ways to Increase Online Reviews By Sam Frampton We're all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they're influenced by reviews, and another…
PerspectivesThe Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer ExperienceBy Maddy TrusewichFrom food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one…
CXHow To Drive Action With Your Voice of Customer ProgramBy Sam Frampton We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better…
PerspectivesWhat does it mean to be “Customer Centric” and why is it important?By Chris Valentine‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent…
CXHow to Increase Survey Response RatesBy Sam Frampton It comes down to basic statistics: a small sample size undermines the reliability of your data. And when you're putting together a customer…
PerspectivesCommon Customer Experience MistakesBy Sam Frampton Today's customers expect all businesses to provide the same calibre of experience that they'd find with say, an Uber, an Amazon, or an…
CXCustomer Experience Metrics: Which Measurements Should You Focus On?By Sam Frampton We now live in a world where customers have an infinite supply of products and services to choose from, and it's getting harder and harder…
Perspectives20 Best Books on Customer ExperienceBy Sam Frampton Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great…
PerspectivesTop 5 Learnings We’ve Discovered Working With The Best Companies For Customer ExperienceBy Junior HewittHere at Chattermill, we have the pleasure of working with market-leading companies such as Zappos, Skyscanner, Transferwise and many more…
PerspectivesIntroducing the Premier League CX Table - Which Club Takes Home the Bragging Rights? By Sam Frampton The screen in our hands is now a gateway to entertainment and sports content online and with one of the most exciting Premier League title…
@ChattermillEvent Recap - The 2018 Q4 Experience Meetup co-hosted by Chattermill and Usabilla By Sam Frampton A recap of the Experience Meetup Thank you to our attendees and speakers who attended the second edition of the Experience Meet Up co-hosted…
PerspectivesHow Artificial Intelligence Can Transform Your Customer Experience StrategyBy Sam Frampton Since the inception of computers, scientists have had a strong desire to make machines understand the human language. Communicating like a…
CXA Deep Dive into Surveys: Open Ended Vs. Close EndedBy Sam Frampton Survey questions come in two main varieties: open-ended and close-ended. When creating excellent online surveys, it’s critical you make…
PerspectivesUS Open 2018: Can Amazon Ace Live Sports Broadcasting? By Sam Frampton The 2018 US Open came to a close this past Sunday. With one returning champion and a new women's champion it was a tournament full of…
PerspectivesThe Slack Growth Hack: Making Word of Mouth Work By Sam Frampton The company has been on a growth tear over the last few years. The cloud-based technology company has capitalised on the pent-up demand for…
CXThe Ultimate Guide to Net Promoter Score | ChattermillBy Sam Frampton Welcome to the Ultimate Guide to Net Promoter Score Before diving deep into Net Promoter Score System, let's take a step back and get an…
CXThe Guide to Building Your Customer Experience Technology Stack By Sam Frampton Overwhelmed by the sheer number of tools available to help you run your business? You’re not alone. In the digital age we’re in, options…
CXHow to Perform Effective Net Promoter Score AnalysisBy Sam Frampton The following article is Chapter 3 in the Ultimate Guide to Net Promoter Score. The Net Promoter Score (NPS), is the world's leading metric…
