Our CEO, Guy Letts reflects on how the CX landscape is changing, and what emerging trends will shape CX practice in 2025.
If a business is chasing sustainable growth, it needs to prioritise both new wins and retention.
Our roundup of the top frightful CXM blunders to steer clear of this Halloween!
Questions from the Customer Experience in Financial Services conference… How does VoC tie into consumer duty? How do we prove impact? Which metrics work best?
We spoke to attendees at the Institute of Customer Service Conference: What trends will influence CX in 2024?
How customers experience your business will impact your overall performance. Understand what CX is and how to manage it with CustomerSure.
How many of these common mistakes are you making when evaluating your CX?
Learn how CustomerSure worked with Philips Oral Healthcare to gain insights to deliver global improvements.
Can you calculate NPS on a 5-point scale? Yes! Should you? Maybe! Discover the pros and cons and make a sensible and informed decision.
Let’s dig in to what we know about the reasons customers abandon surveys, and how you can prevent it happening.
We’re excited to announce that we’re now the chosen customer feedback software provider for one of the largest insurance groups in Europe, Covéa Insurance.
What response rate should I expect? Should I offer incentives? We answer these questions and more that came up as we chatted to delegates at the ICS Conference.
Learn how Polypipe Building Products increased quote volume by 51% by investing in a customer feedback process that drives up customer satisfaction.
Utilising a fresh approach to customer feedback, Marmalade Insurance are seeing big tangible results.
Customer reviews are everywhere these days. But they rarely actually improve customer experience. This post explains why it’s wrong to solely use them.
Getting the survey volume right can be tricky. You want transactional feedback, but you don't want to annoy customers in the process. Here we offer some top tips to get it right.
Getting colleagues to respond to customer feedback has many benefits for the business and the customer. This post explains how to do it.
Don't just focus on the negative customer feedback you receive. The positive feedback is extremely powerful and tells you more than you think. Here we explain how to use it.
Having long and tedious surveys is bad. Learn why it’s such an issue and what the consequences are.
Gaming customer satisfaction surveys to trick the customer into giving higher scores is really bad practice, yet sadly quite common. This post explains why it's so bad and what the consequences are.
Getting your survey timing right is really important, yet many companies get it wrong. This post looks at both good and bad practice.
Sharing customer feedback with colleagues is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Responding to feedback is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.
If you ever feel helpless in the face of complaints, it’s time to stop. They don’t happen at random, they happen for a reason. We’ll show you how to to break the cycle and dramatically reduce complaint volume.
Discover our crucial customer service skills every employee must have to ensure your business excels and customer satisfaction is at an all-time high
To keep customer satisfaction high, you need to use feedback in two very different ways. Learn what they are, and how to do both.
There’s more than one kind of satisfaction survey. Sending the wrong type at the wrong time can lead to… dissatisfaction. We’ll help you get it right.
If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.
Create a GDPR compliant survey with ease! Our guide simplifies customer satisfaction surveys while keeping them compliant and effective
Learn how to win back customers with tips from 6 top companies. Boost your customer retention and grow your business with our expert guide
Step by step instructions with examples on how to respond to a negative review to turn lost customers into loyal advocates and impress prospective customers.
"Elite marketers know that online reviews aren’t just a gimmick to boost your CTR. Learn how the right reviews process can transform your business, and how to get started."
Even the most sales-focused organisations often have a blind-spot which loses them up to 27% of possible revenue. Learn what it is, and how to eliminate it!
Don't settle for anything less than Amazing Customer Service. Learn from 3 companies who are ahead of the rest - apply their teachings to your own business!
Follow these steps to transform customer complaints into compliments online and win new promoters for your business!
Make sure you get these basics right to avoid making mistakes when you implement your customer service strategy!
Find out 3 things I learned about the business value of customer feedback when I ran a real-world feedback experiment.
A customer feedback system helps you guarantee customer satisfaction. But what will happen when you start? You will be surprised - but in a good way!
Net Promoter may be the ultimate question, but that doesn’t mean it’s appropriate in every situation.
Complaints are great for your business. They’re your chance to win a customer for life. Follow our five step guide to make sure you make the most of them!