How to unlock customer data silos from different channels

So you've got your customer feedback, your NPS scores, your CSAT, your reviews, your Zendesk tickets, and your social media. It's in…

Net Promoter Score: Why most companies are doing it wrong

How to Effectively Conduct an Online Survey in 12 Steps

Online surveys are an important tool for businesses to learn more about their customers and their goals. They’re a quick, cheap, accurate…

How to make surveys worth the effort

Right now in my inbox I have at least 5 emails from companies asking for my feedback as a customer. I may open one of them later on if I…

How to Avoid Being Trump’ed By Your Customers

It is safe to say that almost none of the analysts looking at the 2016 US Presidential Election predicted Donald Trump would win. A lot of…

We Analysed ASOS's Customer Experience and Here’s What We Found

Few industries are as competitive as fashion. Especially these days with the number of high street stores falling year on year. You need to…

10 Banking Customer Experience Trends To Watch In 2022

The coronavirus pandemic has had a massive impact on how we interact with our banks. Customer spending habits have changed, use of cash has…

Challenger banks must get the basics of customer experience right - Banking CX Part 2

Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now…

6 Definitive Ways to Gain and Retain Customer Trust

Trust is the bedrock of most relationships. Think about it, if trust doesn’t exist between two parties, there is very little that can be…