Customer experience resources and guides

We’ve got everything you’ll need to improve the customer experience - whether you’re a pro or just getting started.
Tools

Customer experience ROI calculator

See how customer experience management could boost your ROI.
Natalie Craig
11 Jan 2022
•
5 min read
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Design

Podcast: Creating a better CX Community

Starting a community doesn’t need to be complicated, but how do you get started?
Natalie Craig
11 Jan 2022
•
5 min read
Customer experience
Customer feedback
Frontline
Customer experience

Customer satisfaction goals: Examples, tips, & best practices

Learn how to set, measure, and achieve customer satisfaction goals with actionable tips, examples, and tools to improve CX and drive business success.
Customer experience

Exceeding customer expectations: 12 strategies & best practices

Learn how to exceed customer expectations with actionable strategies, expert tips, and proven practices to boost satisfaction, loyalty, and business growth.
Customer experience

5 expert tips to master voice of the customer strategy

Discover proven techniques to develop a powerful VoC strategy that captures, analyzes, and acts on feedback for better CX.
Customer experience

Your guide to mastering the customer experience lifecycle

Learn key stages, optimization tips, and tools to enhance your customer experience lifecycle and boost satisfaction across every touchpoint.
Customer experience

The ultimate guide to effective reputation management

Boost your brand's online reputation with expert tips and top tools. Discover strategies to build trust and handle feedback effectively.
Customer experience

Customer experience analysis: Key steps for improvement

Learn how to gather and analyze customer feedback to reduce churn, improve satisfaction, and drive business success with actionable insights.
Customer experience

Customer experience in healthcare to foster positive outcomes

Learn how to measure and enhance customer experience in healthcare with actionable strategies, trends, and real-world examples for better patient satisfaction.
Customer experience

Call center customer experience improvements: 6 critical steps

Boost customer satisfaction with actionable strategies to enhance call center customer experience. Proven tips on personalization, agent training, and more.
Customer experience

How to measure customer satisfaction to drive success

Learn practical steps, key metrics, and tools to effectively measure and improve customer satisfaction in this comprehensive guide. Level-up your CX now.
Customer experience

12 customer feedback examples to improve the customer experience

Discover real-world customer feedback examples and strategies to improve your business. Learn how to collect, analyze, and act on feedback effectively.
Customer experience

How to improve customer satisfaction: 25 actionable tips

Discover proven strategies to boost customer satisfaction, reduce churn, and enhance loyalty. Practical tips for SMBs and enterprises alike.
Customer experience

Customer satisfaction survey email: How-to + templates

Preparing to send a customer satisfaction survey out to your email database? Use our templates to boost response rates, NPS, and more.
Customer experience

Customer service analytics: How to gain actionable insights

Learn how to leverage customer service analytics to improve satisfaction, streamline operations, and reduce churn. Actionable insights and real-world examples.
Customer experience

Customer experience (CX) analytics 101

Discover how to leverage CX analytics to identify pain points and implement data-driven improvements. Expert advice included.
Customer experience

Master customer satisfaction: 16 strategies & best practices

Learn effective strategies to boost customer satisfaction, improve retention, and stay competitive with real-world examples and actionable insights.
Customer experience

Customer experience ROI: Measuring & communicating success

Discover how to measure and prove the ROI of customer experience initiatives with detailed steps, effective communication strategies, and real-world examples.
Customer experience

Customer service vs. customer experience: A complete guide

Discover the differences between customer service and customer experience, and learn actionable tips to enhance both for customer loyalty and satisfaction
Customer experience

Elevate the telecom customer experience: Tips & strategies

Master telecom customer experience with this in-depth guide. Learn best practices, overcome challenges, and boost customer satisfaction.
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.
Customer feedback

Patient Feedback: Turning Insights into Action

In this blog post, we'll explore the importance of patient feedback, the methods used to collect it, and, most importantly, how healthcare providers can turn these insights into action.
Customer feedback

7 Reasons to Connect Customer Feedback to the Frontline

Do your frontline teams have access to real-time customer feedback? If the answer is no, in just a few minutes, after reading this article, you’re gonna wanna make that answer a yes.
Customer feedback

Turning customer feedback into action: 5 strategies for success

You can gather all the customer feedback in the world, but if you don’t have clear strategies to actually act on that feedback, you may as well not be collecting it at all.
Customer feedback

8 Savvy Strategies to Skyrocket Your Survey Response Rates

The most successful service brands are fuelled with real-time customer insights that are used to create experiences that hit the mark, every time. However, these brands don’t just have customer insights knocking at their doors by coincidence.
Customer feedback

How to ask for customer feedback: Best practices & tips

Learn effective strategies to gather customer feedback, including top channels, question types, and tips to boost response rates.
Customer feedback

The Dos and Don'ts of Responding to Customer Feedback

So you’re collecting customer feedback? Nice work! Now that you have this treasure trove of insights, it's time to put it to good use. But before you jump to anything, it's essential to understand that how you respond to feedback is just as important as the feedback itself.
Customer feedback

How Often Should I Be Surveying Customers?

Most of us know that collecting customer feedback is an absolute must for businesses looking to improve their products, services, and overall customer experience (every business). But one common question that often arises is, "How often should I be collecting customer feedback?"
Customer feedback

10 Common Mistakes To Avoid When Seeking Customer Feedback

Many service brands fall into the trap of thinking that because they’re collecting customer feedback, they are doing something to improve their customer experience. But merely collecting feedback doesn’t create positive change, it’s what you do with the feedback that counts.
Customer feedback

5 Things You Should Be Doing with Negative Customer Feedback

Negative feedback should be viewed in a positive light. Despite what the name may suggest, negative feedback is actually a good thing, if (and this is a BIG IF) you use it to your advantage.
Customer feedback

Looking for a Customer Feedback Tool? Here's 5 Must-Have Capabilities

So you’re on the hunt for a customer feedback tool? Congrats! You’re one step closer to delivering consistently awesome customer experiences.
Customer feedback

A 3 Step Approach to Boosting Referrals

You can shout from the rooftops about how incredible your brand is, but there’s nothing like someone else singing your praises to build trust and new business with prospective customers.
Customer feedback

8 Customer Survey Red Flags

From questionable send-out times to a lack of accessibility, there are several red flags that could indicate that your customer survey is not as effective as it could be.
Customer feedback

When the Customer's Wrong. Protecting Your Team from the Worst Customer Feedback

Amid rising customer hostility, a question mark on the age-old saying “The customer is always right” is beginning to appear. Unfortunately, frontline staff have always faced the brunt of a customer's frustrations, and tensions have been high the last few years.
Customer feedback

What To Do With Customer Feedback Once You Have It

Collecting customer feedback without acting on it is like collecting bank cheques and not cashing them in – you’re not really gaining anything. So what actions should you take to drive the most significant improvements to your customer experience? There are four, must-do steps.
Customer feedback

Tracking Real-Time Trends in Your Customer Feedback is a Game Changer

From identifying key areas of improvement, uncovering blind spots and gaining a deeper understanding of your customers than ever before, here’s why tracking real-time trends in your customer feedback is an absolute game-changer, and how you can go about doing it.
Customer feedback

Best time to send NPS surveys: 2025 tips & best practices

Discover the best time to send NPS surveys, improve response rates, and get actionable customer feedback. Get general and industry-specific tips.
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.
Blog

Resource library

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Design
8 min read

Podcast: Creating a better CX Community

Starting a community doesn’t need to be complicated, but how do you get started?
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Design
Product
Software Engineering
Customer Success
Office setting
Design
8 min read

UX review presentations

How do you create compelling presentations that wow your colleagues and impress your managers?
Read post
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Product
8 min read

Migrating to Linear 101

Linear helps streamline software projects, sprints, tasks, and bug tracking. Here’s how to get started.
Read post
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Software Engineering
8 min read

Building your API Stack

The rise of RESTful APIs has been met by a rise in tools for creating, testing, and managing them.
Read post
Mountains
Product
8 min read

PM mental models

Mental models are simple expressions of complex processes or relationships.
Read post
Meeting
Design
8 min read

What is Wireframing?

Introduction to Wireframing and its Principles. Learn from the best in the industry.
Read post
Meeting
Software Engineering
8 min read

Our top 10 Javascript frameworks to use

JavaScript frameworks make development easy with extensive features and functionalities.
Read post

We like to see results, too.

Learn how AskNicely has helped these companies transform the customer experience.
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"With AskNicely, we've transformed detractors into promoters, increased organizational visibility, and significantly boosted customer satisfaction. Our customer relationships have never been stronger."

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"By and large we have seen the scores get better because we've been able to use the feedback to do focus trainings."

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We like to see results, too.

Learn how AskNicely has helped these companies transform the customer experience.
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Ready for a change?

Using a customer experience management platform like AskNicely can help your business see an increase in NPS, positive reviews, and customer retention. 

Customer experience management is the process of collecting feedback, sharing it with your team, identifying areas for improvement, and implementing changes to create a five-star customer experience.

If you want results like this for your business, explore the resources hub more or book a demo today.
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