Martin Powton
How To Turn Survey Responses Into Actionable Insight
Source: Wizu
Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more...
How To Use AI Powered Chatbots To Measure Employee Engagement
Source: Wizu
Measuring employee engagement is a tricky but hugely important part of any business. When conducting a company-wide employee engagement survey, it is vital...
How To Map The Emotional Journey Of Your Customer Experience
Source: Wizu
Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer...
Conversational Surveys: An Introduction
Source: Wizu
Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best...
Survey Respondent Experience – Let’s Talk About the Elephant in the Room
Source: Wizu
Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of...
How To Use Text Analytics To Improve Customer Experience
Source: Wizu
A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a...
8 Ways To Use AI Powered NPS To Improve Your Business
Source: Wizu
Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate...
How Artificial Intelligence Can Transform Your NPS Surveys
Source: Wizu
Introduction to NPS
Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies...
The Holy Trinity of Customer Experience – Connecting Leadership, Employee and Customer Feedback
Source: Wizu
Chicken or the egg?
There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over...
5 Reasons Why You Should Be Using Conversational Surveys
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...
Everything You Need To Know About Customer Satisfaction
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 of...
Are Modern Surveys Reverting To Conversations?
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...
The Case for the Modern Survey Replacement
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 the...
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...
