Martin Powton

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…

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 is for me). As I queued for the pleasure of serving myself at a self-scan checkout, I looked around at...

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 completion rate. The response rate is the number of people who completed your survey divided by the overall sample size....

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 over, businesses should have a different strategy for each. Just to complicate things a little further let’s throw customer engagement...

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 tools in your customer experience arsenal. In this post, we will look at what exactly Net Promoter Score is, why...

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 manage to convince your customer to choose you - it is vitally important you do everything you can to get...

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 further and ask are you even giving your customers a chance to speak? Customer feedback is essential to help you...

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 you can be so obsessed with the planning and organization that you don’t give a thought to your post event...

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 days, I am afraid, are over. The modern customer journey is a hugely complex, multi-channel experience than can often include...

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 entered the public lexicon, they actually have a longer history than you might expect. There are now chatbots for multiple uses...

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 the right metrics and then use them to make improvements. Without a customer experience measurement program in place, you will...

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 be used to answer questions on the weather, help you shop online, give you personal advice or ask…

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 a negative experience tend to be more inclined to voice their opinion but what about the unhappy customers who…

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