Martin Powton
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...
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...