Martin Powton

How To Make The Perfect Chatbot

Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal...

How To Avoid Survey Bias

Source: Wizu Survey bias is an often-neglected part of the survey creation process. If left unchecked, it can make your results irrelevant and insignificant. So,...

Why Do We Still Need Surveys In 2018?

In today’s world we have huge quantities of data generated by Social, devices and other digital activity, so do we still need to send...

5 Biggest Net Promoter Score Mistakes and How To Avoid Them

Source: Wizu Net Promoter Score (NPS) is a hugely popular rating system that companies use to rate customer experience. Although on the surface it appears...

Evolving Customer Surveys Into Customer Stories

I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those...

How To Deal With A Survey Drop Out Rate Dilemma

Source: Wizu Before we get into today’s post it is probably useful to start with a brief explanation of the difference between response rate and...

Customer Service Vs Customer Experience Vs Customer Engagement

Source: Wizu Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross...

Net Promoter Score: What It Is and Why You Should Care

Source: Wizu If you are interested in using customer feedback to drive business growth, then Net Promoter Score (NPS) can be one of the key...

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...

How to Increase Survey Response Rates

Source: Wizu ‘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...

Top 6 Tips For Gathering Event Attendee Feedback

Source: Wizu If you have ever run your own event, you will be more than aware of the endless tasks required planning the event. Sometimes...

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...

A Visual History Of Chatbots

Chatbots continue to grow in popularity with 80% of businesses expecting to be using one by 2020. Though it may feel like the term 'chatbot' has only recently...

How To Create a Successful Customer Experience Measurement Program

Source: Wizu If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define...

How Should Chatbots Speak To Humans?

Source: Wizu What is a Chatbot? Chatbots are a service using structured conversations, or artificial intelligence, to interact with users via a chat interface. A bot could...

5 Principles of Getting Good Quality Customer Feedback

Source: Wizu Getting customer feedback is vital across most industries but actually getting that feedback from your customers is not always easy. Customers who have had...

How To Measure Emotion In Customer Experience

Designed by Wizu Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one...

Alternative Approaches to Understanding Customer Experience

Those with some knowledge of Customer Experience will already be aware of the likes of NPS, CES and CSAT. But beyond these core metrics...

9 Things To Remember When Collecting Feedback

When it comes to collecting feedback it is easy to fall into the trap of thinking only about what YOU want and not considering...

Choosing The Right CX Metrics For Your Business

First of all, let me just point out that there is a lot more to customer experience than simply measuring a score. CX metrics...

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