Collecting feedback isn’t enough. These resources show how to use what you learn to make changes that matter—to customers, and to your business.
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.
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!
To keep customer satisfaction high, you need to use feedback in two very different ways. Learn what they are, and how to do both.
How many of these common mistakes are you making when evaluating your CX?
Learn how to win back customers with tips from 6 top companies. Boost your customer retention and grow your business with our expert guide
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.
Survey fatigue isn’t real—bad surveys are. Discover 8 ways to collect feedback that customers love and boost your response rates.
Make sure you get these basics right to avoid making mistakes when you implement your customer service strategy!
Complaints aren’t random. They signal fixable issues. Learn how to break the cycle, cut complaint volume, and regain control.
Discover our crucial customer service skills every employee must have to ensure your business excels and customer satisfaction is at an all-time high
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!
Responding to feedback is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Sharing customer feedback with colleagues is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
Complaints are bad, right? Not quite. If you approach them in the right frame of mind, you’ll wish your customers complained more. Learn how.
Learn why sharing customer feedback directly with your team boosts morale, skills, and performance — and how to do it effectively.
Need to improve your NPS? Here’s eight tips from real CX teams to help you increase retention and revenue.
Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.
Darren Wake and Alicia Crowther discuss how space to think fuels creativity and innovation, and why it matters for business success.
Darren Wake and Alicia Crowther unpack transformation when customer insight leads—turning feedback into direction, action, and results.
Darren Wake is again joined by Alicia Crowther, founder of Three Digital Consulting, to explore how CX and VoC teams can prove their value.
Darren and Ben Bax discuss how stories, language, and culture make CX real for frontline teams, bridging strategy with daily customer interactions.
Ben Bax explains what’s holding CX back in the utility sector and what companies can do to move forward.
Darren Wake and Ian Golding debate whether tying targets and bonuses to VoC scores truly drives CX improvement… Or creates unintended risks.
Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that a journey map created a year ago remains valid and doesn’t need to be revisited.
Darren Wake and Ian Golding explore why CX pros can’t ignore employee experience, discussing ownership, empowerment, and the rise of experience management.
Darren Wake debates Ian Golding on why CX leaders must act on individual feedback, not just overall trends, to drive real impact
Learn how financial services firms can align VoC with Consumer Duty in this recorded webinar
Darren Wake explores how B2B companies can leverage Voice of the Customer (VoC) programmes to reduce churn, increase customer retention, and strengthen business relationships.
Darren Wake and Jerry Angrave, two experienced CX pros, discuss how to make customer journey mapping a stategic tool that drives organisational change
A 45-minute recorded webinar with Darren Wake, Head of Customer Success at CustomerSure, sharing insights on enhancing tenant satisfaction in social housing.