IT Watermelon effect

Everything You Need to Know About XLAs and Why They Matter

A simple guide to understanding XLAs, measuring real IT support experiences and improving user satisfaction   Congrats, your IT ticket was resolved! The only problem? You’re behind on your work, you're frustrated, and you’ve just…

What makes a great customer service experience?

Customer service is a critical part of the way organizations engage with their customers. Customers’ experience of that is commonly what these businesses are judged on and compared against.   This guide examines the concept of customer…
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51 Good survey questions for gauging employee engagement and customer satisfaction

Deciding on the right questions to ask for surveys is harder than it looks, so we have collected 51 worked examples. They span Likert scales and closed-ended satisfaction questions through to multiple choice, with quick dichotomous questionnaire…
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How to get fewer negative reviews for your product

Negative reviews can disproportionately impact how a brand, product or service is perceived. Having just a small number of them can really take the gloss off a bunch of more positive reviews, especially if they’re recent.  We look at how…

How to use QR codes to get customer feedback?

QR codes pop up in all sorts of places, with many now designed to entice people to launch a customer feedback survey.  In this guide, we examine the benefits of the QR code survey approach, the mechanics of making it happen, and best practices…

How to make customer feedback an extension of your brand experience

It’s not enough for people to notice your brand, they have to experience it too. This means communicating a brand personality in every customer interaction – one that fits with your values and how you want your business to be perceived. But…

A guide to tNPS + how to calculate transactional net promoter scores

When looking at your Net Promoter Score® (NPS) customer feedback strategy, two elements will be at play: Transactional NPS (tNPS) Relational NPS (rNPS) In this post we explore tNPS in detail, how it’s different to rNPS and how…
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2023 CX trends and predictions roundup for the future of customer experience

The annual Customer Thermometer meta analysis of trending topics is back. Here, we draw on an extensive assessment of 2023 analyst predictions and expert views to pick out the mega trends that will influence customer experience in the year ahead. The…

How to formulate a Bulletproof Customer Experience Strategy

What is a customer experience strategy? Customer experience strategy relates to the plans and processes implemented by an organization to understand, manage and continually improve the experience enjoyed by its customers. Customer experience…

How to create and use Customer Journey Maps to better map your customer experiences

A customer’s experience is based on far more than a transaction. It’s a ‘customer journey’ with various milestones, interactions and events along the way. This guide explores the concept of the customer journey map, and how organizations…

What is Brand Experience? Definition, Examples and 6 Ways To Improve It

What is brand experience? Brand experience (BX) describes the total effect that interacting with a brand has on an individual’s consciousness. BX is highly subjective and can be vastly different between individuals. For example, at the simplest…

What is Digital Customer Experience? 10 Ways To Create Unbeatable Digital Customer Experiences

What does digital customer experience mean? Digital customer experience (DCX) is closely related to customer experience (CX), and is the part that entails the sum of all digital and virtual interactions a customer has with your brand. Digital…