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The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order..
This story is ongoing and all information is up-to-date as of March 17th, 2020. The information in this article does not apply to regions..
Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else..
Net Promoter Score® (NPS) is an industry standard for the customer experience industry. It’s as simple as subtracting the percentage of detractors (scored 0-6)..
How do you create an effective customer experience strategy? It’s definitely not a short-term plan. Building a CX strategy takes effective planning, management of..
We’ve recently launched CX Academy, our 8-part CX certification course aimed at giving you a crash course in the basics of building a customer..
Customer experience (CX) and employee experience (EX) go hand in hand. It’s a classic ‘chicken or the egg?’ scenario, and it’s still debated whether..
We’ve come a long way from the standard 9–5 office job of the 20th century. Coworking spaces now allow employees to work anywhere, anytime,..
It should come as no surprise that the world of customer experience is in a constant state of change. Some ideas become fads, some..
There are as many approaches to customer experience as there are professionals in the field. But when talking about the cornerstones, we’re explicitly referring..
It has become a tradition for us to map out the coming year from the perspective of customer experience trends. In 2020, we will..
Changes in technology have created a new business ecosystem where the most successful businesses are growing a lot faster than ever before. In other..
Every company wants to be showered with praise. Feedback is an essential part of modern business. Having a majority of good reviews will make..
Happiness As A Core Need Happiness is a core need of our human existence. Our purchases and interactions with businesses happen on a daily..
Experts predict that as early as 2020, close to 85% of customer service interactions will be automated. As artificial intelligence (AI) is slowly..
The rapid growth of digital innovation has not only impacted the customer experience, it has also changed customer expectations. This is reflected in a..
Your customer’s journey is always unique from other companies and A customer journey map is like a puzzle. Every touchpoint slots into your customer..
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straight forward –..
One of the great dilemmas of building a successful company is knowing that your customer experience strategy is important, but not having the numbers..
Customer journey will be reborn and start breaking down silos By now, the concept of customer journey has been known for a quite some..
Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming..
Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and you are..
If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and..
Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based on demographics,..
It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people..
The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include..
A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points..
Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies to monitor..
This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning..
What Is The Customer Service Gap? The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is..
Angry customers can be loyal customers too… Well, not if they stay angry. Just because a customer is irate or frustrated with your company..
A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the..
Improving customer experience is fast becoming one of the most important strategies for businesses. In fact, Gartner reported that: “By 2018, more than 50%..
The Feedbackly Terminal is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data..
At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to..
2017 has drawn to a close, a brand new year is upon us and so it’s about time we started to look forward to..
Christmas is just a week away and we here at Feedbackly couldn’t be more excited! Christmas lights are glowing at every street corner, the..
We get alot of feedback from our users who want to learn best practices for using the Feedbackly dashboard. We realize that most people..
Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback..
There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in..
The biggest mistake that a customer service manager can make is assuming that anecdotal evidence is sufficient in properly identifying the overall satisfaction of..
One of the hardest things to obtain from the company’s perspective is useful customer feedback. Yet, customers are often only too eager to provide..
There are so many different customer survey creation platforms available today, so why choose Feedbackly? In short, there is nothing seriously wrong with the..
When Feedbackly was initially built the founders knew they wanted to grow and flourish the company in a very open way. We always thought..
There’s a lot of buzz right now around customer experience, but what are people really saying about it? By dedicating themselves to a better..
Getting customers is hard so why not try to keep the current ones even longer? Keeping them should be easier than getting new ones...
We are regularly asked what kind of website feedback we should be asking for in user surveys and polls. Our answer: it differs. The..
Data, data, data – it is all about data nowadays. Still too often we tend to forget that it is not about the data, it is..
Planning and analyzing a customer satisfaction survey are two major aspects in your daily business. These two factors, when combined could substantially contribute to..
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials...
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials. This..
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials...
Do you know when your customer leaves satisfied or when there is a high risk that the negative feedback starts to spread on social..
What is 360-degree feedback? 360-degree feedback is a tested method of improving productivity and job satisfaction. Responses to a questionnaire, usually provided via the..
More organizations are utilizing online surveys as a method of capturing satisfaction feedback from their customers. Propels in innovation in the course of recent..
We are not the kings of our customers anymore. The tables have turned and nowadays the customer decides how to communicate with the companies..
It is always the hardest part is to get started! For that reason we have put you together a cheat list to start! Here..