Martin Powton
I have over 13 years' experience in digital marketing and am interested in all areas of marketing, customer experience and employee wellbeing.
Source: Wizu Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational...
Source: Wizu What Is Customer Satisfaction? Before we get into the importance of customer satisfaction, let’s take a step back and look at a definition…
Source: Wizu The latest technique in the feedback industry is to use a conversational user interface to gather responses rather than a traditional form based...
Source: Wizu Current survey situation Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in…
Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal...
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,...
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...
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...
I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those...
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...
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...
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...
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...
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...
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...
Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those...
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...
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...
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…
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…