Martin Powton

What is Customer Effort Score?

Source: Wizu Customer Effort Score is a metric that customer service teams often use to understand and evaluate how easy customers thought it was to get a resolution to their recent contact. This could be anything from solving an issue with customer support, signing up...

What Exactly Is Voice of the Customer?

Source: Wizu The fact that you are reading this article means it is more than likely you have come across the phrase ‘Voice of the Customer’. But do you know exactly what this means and how you can capture this voice? In this article we…

The Art of Conversational Surveys

Source: Wizu Hopefully the fact you are reading this article means you already understand what conversational are and why they are so much better than traditional online survey forms. If not, then let me give you a quick rundown. A conversational survey is a method…

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 importantly why they are unhappy is not quite so straight forward. By identifying the reasons your customers are not happy...

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 that you use the right questions to accurately assess an employee’s emotions regarding their job. Chatbots utilising artificial intelligence can...

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 a good customer experience you need to ensure the positive emotions outweigh the negative. The question is how you can...

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 way to collect a large number of opinions is via a survey. Unfortunately, surveys are incredibly boring to fill in....

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 their strategy. There are customer experience consultancies, customer experience managers and entire organisations dedicated to customer experience. Unfortunately, there is...

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 quantitative measure? Whether it is Net Promoter Score, Customer Satisfaction or Customer Effort Score, companies want to track a number....

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 other metrics such as customer retention and revenue. Collecting your NPS is all well and good but the true value...

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 to both measure customers experience and predict business growth. NPS provides the core measurement for CX management programs round…

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 and that actually employee experience is more important than customer experience. Richard Branson is quoted as saying “Put your…

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 surveys are going back to the old-style face to face interviews by gaining deeper insight through conversations. However rather than...

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 customer satisfaction. Broadly speaking, customer satisfaction is exactly what it sounds like – how satisfied are your customers? There…

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 survey.  This conversational / chat interface has risen to be the de-facto standard now for text messaging and most applications...

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 past decade or so.  The traditional online survey has remained a form-based series of questions with limited interaction at…

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 best practice as you will want to change your approach depending on the purpose of the bot, the target audience...

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, what exactly is survey bias, what are the main causes and how can you eliminate it? What Is Survey Bias?…

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 out surveys to our customers when we can deduce whether they’re happy or not based on the customer’s digital footprint? At...

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 extremely simple, there are still a large amount of companies that are not using it correctly. We take a look…

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