Customer Experience Resource Hub

Customer experience is dynamic and ever-evolving, so your CEM strategy should be too. Each step of this process should be constantly revisited and adapted as the needs and expectations of your customers change over time.

Customer experience

Benefits of customer experience management

Customer experience management analyzes the overall customer experience by collecting granular behavioral data and direct feedback. It looks at how we can fine-tune the customer experience to create an emotional connection between a brand and it’s customers.

Customer experience

Why you should join us at the Global Frontline Experience Summit in February

February 16th 2022 is a very important date for two reasons. One: it’s National Tim Tam Day, which is a staple cookie in the AskNicely New Zealand office. Two: the Global Frontline Experience Summit officially kicks off

Customer experience

What Is Member Experience & Why Does It Matter?

Member experience is defined by the way that members feel when they interact with your organization. Let’s look at ways to create more positive member experiences.

Customer experience

How to improve customer experience

Discover actionable tips, strategies, and tools to enhance customer experience, boost satisfaction, and drive business growth effectively.

Customer experience

The Future of Customer Experience Management

Customer engagement is evolving at a blistering pace, as are customer expectations. The technology we use today to manage customer experience (CX) feels light years ahead of where we were ten years ago. So where will we be in another ten years? What does the future of customer experience management look like?

Customer experience

3 Steps to Improve Customer Experience

There is an undeniable link between customer experience and profitability. The more energy you put into improving your customer experience, the more money your business makes. In other words, the brand with the best experience wins.

Customer experience

What is customer experience management (CXM)?

Learn what CXM is, why it's vital, and how to use key tools and strategies to boost customer satisfaction, loyalty, and retention.

Customer experience

5 key areas of customer experience management

Customer experience

CEM vs CRM: Key differences and how they work together

Discover the key differences between CEM and CRM, their roles, features, and how integrating both can enhance your customer experience strategy.

Customer experience

2021 Roundup - The AskNicely Community's Top Reads

We don’t want to be yet another person saying “how the heck is it already 2022”, but… we’re going to. How the heck is it already 2022!? It’s been a difficult, uncertain and strange year for every human being on this planet in yet another year of coronavirus. Despite these unprecedented times (another phrase we heard far too much in 2021), we’ve had moments of hope, joy and inspiration in between.

Customer experience

5 Things You Can Do Today to Improve Your Customer Experience: Advice From Winning Experience Brands

We know that when customers have awesome experiences, they become loyal, raving fans. We also know that a loyal customer base leads to exponential company growth. Need proof?? Read this first.

Customer experience

No More Rework: How Aptive Delivers Exceptional Service, Everytime.

Our favorite kinds of blogs are the ones where we get to celebrate the awesome work of our own customers. Not only is it fun to brag about their achievements, but hopefully an exciting read for you, as you begin to learn the incredible transformations that are possible for your business.

Customer experience

Coach for Small Improvements: The Seven Habits of Empowered Frontline Teams.

Throughout our time working with hundreds of experience brands and conducting interviews with the world's best, we’ve identified seven common habits that all successful, empowered frontline teams make a priority. The fifth habit is coaching for small improvements.

Customer experience

Setting Your Service Standard: The Seven Habits of Empowered Frontline Teams.

Over the past six years, we’ve worked with thousands of people-powered experience brands around the globe, and conducted deep interviews with the world’s best, like Starbucks, Uber, the Ritz-Carlton and Disney. Like you, we were curious. What do the big guys have in common?

Customer feedback

Customer satisfaction research: Your handbook for success

Simplify customer satisfaction research with expert tips, proven methods, and tools to enhance CX, loyalty, and retention.

Customer feedback

Customer feedback reports: Key components & examples

Discover everything you need to create effective customer feedback reports that drive results. Examples and practical tips included.

Customer feedback

Customer feedback systems for CX success: A complete guide

Uncover the benefits, types, and must-have features of customer feedback systems to help drive loyalty and empower employees.

Customer feedback

Master customer feedback emails: Tips & templates

Learn how to craft customer feedback emails that generate responses. Get best practices and free templates to improve feedback loops today.

Customer feedback

6 ways to be grateful for your customer feedback

Show your customers how thankful you are for their feedback, here's how.

Customer feedback

How to calculate patient satisfaction score: Step-by-step guide

Learn how to calculate patient satisfaction scores, interpret results, and take action to improve healthcare quality with this comprehensive guide.

Customer feedback

How to respond to Google reviews for better outcomes

Discover how to reply to Google reviews and use feedback to grow. Gain trust, resolve issues, and improve your business with smart review management.

Customer feedback

Voice of the customer (VoC) template, benefits, and tips

Use this free VoC template to analyze customer feedback and turn it into actionable insights to improve your customer experience. Download now.

Customer feedback

Complete guide to customer satisfaction surveys + template

Learn how to create, distribute, and analyze customer satisfaction surveys to boost loyalty. Example questions and free templates included.

Customer feedback

How to increase survey response rates: 20+ proven tips

Struggling with low survey response rates? Learn 20 actionable strategies to craft engaging surveys, optimize distribution, and get valuable customer feedback.

Customer feedback

3 free customer satisfaction survey templates

Struggling to build a customer satisfaction survey? Whether you’re measuring NPS or want customer service feedback, our templates can help.

Customer feedback

CSAT explained: What is a customer satisfaction score?

Unleash the power of CSAT! Learn how to measure customer satisfaction, improve CSAT scores, and boost customer loyalty with actionable strategies.

Customer feedback

Why respond to customer feedback? | How-to & benefits

Want to improve satisfaction and drive business growth? Discover benefits and best practices for managing and responding to customer feedback.

Customer feedback

Top 10 Tips for Dealing with Negative Customer Feedback

Feedback can be a double-edged sword. In this blog post, we'll explore ten effective strategies for dealing with negative customer feedback, helping you to transform criticism into constructive action. Let’s dive in!

Customer feedback

The Role of AI in Analyzing and Acting Customer Feedback

Let's take a look at the limitations of traditional feedback analysis, the benefits of utilizing AI, and how it revolutionizes the way you can not only analyze but also act upon customer feedback at unprecedented speed and scale.

Customer feedback

Measuring and improving patient satisfaction in dental practices

In the world of healthcare, patient satisfaction is a critical metric. It's not just about providing treatment; it's about providing an experience that leaves patients feeling cared for, respected, and valued.

Customer feedback

From complaints to compliments: Turning negative feedback into positive change

In the realm of customer experience, negative feedback can often feel like a bitter pill to swallow. However, adeptly handling complaints can transform them into opportunities for growth and improvement.

Customer feedback

A 4 step approach to capture and use the voice of the patient

In the realm of healthcare, understanding the needs, perceptions, and satisfaction of patients is crucial for providing not only quality care, but an experience that sets your clinic apart.

Frontline

7 updates to make to your online business presence to prepare for the holiday season

Here are seven updates you can make online ahead of the holidays to help make the season easier on your frontline.

Frontline

5 ways to be a better frontline manager

As frontline managers, the success of your team and the satisfaction of your customers lie in your hands – your role is pivotal in empowering your frontline staff to deliver consistently exceptional service to your customers. No pressure! But fear not...

Frontline

How to kick start the year with genuine frontline motivation

As we step into a new year, the key to unlocking unparalleled customer experience success lies in cultivating genuine frontline motivation within your teams.

Frontline

How to equip and empower frontline teams during the holiday season

The holiday season is not only a time of joy, celebration and dressing your pets up in Santa outfits, but also a period that brings unique challenges, especially for businesses with frontline teams.

Frontline

8 Things Your Frontline Employees Want

Understanding and addressing the needs of frontline employees are foundational steps in creating a workplace culture where both employees and customers flourish.

Frontline

The Best Customer Service Quotes to Motivate Your Team

Ah, the enchanting realm of customer service – a place where every interaction is an opportunity to create magic and forge lasting connections. But let's be real, even the most passionate customer service wizards can find themselves facing the occasional challenge

Frontline

Introducing Goals & Recognition

Frontline

Meet Frontline Employees Where They Are: On Mobile

Back in the day, when mobile phones weren’t a thing (wrack that brain), software and technology to improve work was generally reserved for employees who worked at a desk. The clunky old box that was the computer would send and receive emails, streamline workflows and make the work of many employees far more efficient. Then came the mobile.

Frontline

Positive Psychology: How Frontline Recognition Leads to Better CX

Frontline recognition puts fuel in your business’s ignition. Service brands are powered by people, and if those customer-facing people feel underappreciated and undervalued for their work, then the customer experience that they deliver will suffer.

Frontline

8 ways to get your frontline teams delivering more awesome experiences

Customer experience is everything. And for that you depend on your frontline teams. But how do you actually go about motivating and empowering the very people delivering those experiences?

Frontline

3 Ways to Retain an Awesome Frontline Team

In a landscape where frontline employees generally feel overworked, underpaid, and underappreciated, how do you attract and most importantly keep a highly engaged team who can consistently deliver on your service promise? Start with the following three steps.

Frontline

Fresh Ideas to Coach & Recognize Your Frontline Teams

To kick off 2023, we surveyed our customers across various service industries, as well as customer experience experts in our community to report on their biggest customer experience learnings of the previous year and their plans for the year ahead.

Frontline

Let’s Talk About Frontline Appreciation

It’s 2023! And what better way to kick off the New Year than with a big dose of frontline appreciation. It’s something that should be at the very top of every service brand’s New Years resolutions.

Frontline

Coaching for Small Improvements - A Guide

The ultimate goal of customer satisfaction is large-scale: it can't be achieved in one go. To get there, your frontline teams must be coached on small, daily habits that are consistently applied.

Frontline

Tech Adoption: How to Manage a Rollout with Customer Facing Teams

Introducing awesome new technology to a service brand without a successful rollout plan is like gifting a brand new Ferrari to a friend who doesn’t know how to drive. Like a flashy car and a clueless driver, technology in the workplace is only as good as the employee’s ability to understand and use it.

Frontline

The Customer Experience Masterclasses are Here!

Have you heard? The Frontline Magic Customer Experience Masterclass has officially launched! This series of free (woo!) masterclasses are designed to equip service businesses with the skills, knowledge and techniques they need to build a world-class team that delivers phenomenal customer experiences, every time.

Frontline

Leading with Legacy, a Presentation by Mel Tempest

While our time in this world is limited, our legacy stays forever. Ever think about what you want to be remembered for? Or how are you going to leave your mark in the world?

Frontline

Connecting Culture & Strategy with Yvette Mihelic

How do you make customer experience a genuine passion for each individual employee? In the public transport sector, Yvette Mihelic, Director of Customer Experience for John Holland, has ignited a passion in every worker - from the customer service teams, to the mechanics, to the cleaners - using a harmonious balance of strategy and culture.

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