15 employee satisfaction survey questions every employer should be asking

Surveys have a clear role in business performance by capturing and acting upon the authentic voice of the customer, but organizations don’t always place the same value on listening to their employees. In this post we explore what it takes…

The Ultimate Guide to Collecting Customer Feedback for all MSPs

We live in an ‘everything-as-a-service’, subscription economy. It’s a world where IT MSPs (managed service providers) fit perfectly, offering perpetual access to the latest tech in an opex-based business model.  Feedback is central…

Can you predict a customer churning?

In any contest, it sure is helpful to know what your opponent is going to do next. In the perpetual tussle against customer churn, organizations would do anything for the power to predict which customers are about to leave. Customers are…

How to avoid acquiescence bias when gathering customer feedback

Our guide to survey bias identifies 12 distinct types. Among these is one of the most misunderstood and difficult to prevent. It’s also the hardest to spell! It is, of course, acquiescence bias. In this post we explore the topic of acquiescence…

How Do You Create Feedback Emails? Tips, tricks, templates and more…

Feedback comes in lots of forms but what about email feedback? This guide will equip you with the knowledge and skills to command a comprehensive email-based feedback strategy. Let’s dive in! What is email-based feedback? Email feedback…

10 different types of survey questions to use

Customer feedback is all about getting answers. For that you need questions to ask. There are many types of survey questions employed for different scenarios and purposes. Here we explore the 10 best kinds of survey questions, as well as how…

One Question Surveys: The Ultimate Guide with 10 brilliant examples

Among the research tools used by organizations to gain customer (or employee) feedback, surveys are the most common. The longer they are – and the more questions they contain – the more you can find out. However, long surveys take up more…

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 an Unbeatable Customer Referral Program

What is a customer referral program? A customer referral program is a structured process, enshrined by organizations, that enables their existing customers to help them acquire new customers. It is based on the willingness of these existing…

Gamification in Loyalty Programs: Why it’s so important and how to measure its success

Gaming is big business. Worth hundreds of billions of dollars a year, the industry rivals Hollywood in big name titles and huge audiences alike. The result is a level of popularity and familiarity that borders on addiction. Playing video games…

A complete guide to word of mouth marketing

Welcome to our word of mouth marketing guide. Word of mouth comes from a variety of places and can be unpredictable and hard to control. This guide shows you how to influence the word of mouth that surrounds your brand so that you get more customer…

Customer Journey Map: Why you need to use one and how to create it

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…