The Blog

Excel sits on every desktop and can do almost everything a stats package does, once you know which features to use. This one-hour on-demand webinar walks through the practical survey analysis workflow: designing the analysis plan, testing response rates, charting cleanly, testing significance, and finding the satisfaction drivers.

Customer feedback is usually pitched as a long-term lever for loyalty and retention, useful, but slow. There's also a short-term sales play hiding in the same data, and most teams aren't using it. This on-demand webinar walks through the three profit levers, the six things your survey must have, the four it must never have, and how to drive sales out of feedback this quarter.

Three minutes after your first NPS survey closes, somebody senior will be pounding the desk for a report. The question is what to put in it beyond the score. This on-demand webinar covers small-sample handling, why score-focus backfires, reducing score-begging, and the nine elements every NPS report should include.

Using a customer's name during a transaction sounds like a corporate-training cliché. The data says it's worth nine percentage points of customer satisfaction. Here's the research, and why such a small personal touch outperforms most expensive service investments.

The quality-versus-quantity strategic debate is decades old and still doesn't have a one-size-fits-all answer. But there's one decision rule the winners all follow: pick a position and be ruthless about it. Wolters Kluwer's CX regional manager Janine Scott on why service innovation matters as much as product innovation, and how to choose between the two paths.

FAQ pages have been a website staple for thirty years, and they were always a compromise. Stale, contradictory, hard to scan, generic. Generative AI chat finally gives you a credible alternative. Here's why FAQs are now obsolete, and what to replace them with before they keep frustrating your customers.