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CX Obsession

How Vacasa Thinks About Customer Experience: Selling Memories and Saving Vacations

In the hospitality industry, expectations run high for customer experience. Mishaps like a missing r...

 

How MINDBODY Collects Customer Feedback to Improve 40 Million Experiences

A bit about MINDBODY and their customer experience philosophy MINDBODY is a software as a service (S...

 

Tales of Legendary CX: The Snorkel Store

Here’s a tale of legendary CX from the AskNicely purple couch. Jeremy Steinman, Digital Director at ...

 

How Paul Sadler Swimland Canada Uses Customer Retention Software to Grow

We spoke with Alana Oldfield, UCX Coordinator – Canada at Paul Sadler Swimland, about how they use A...

 

How an Early-Stage SaaS Startup Uses Customer Experience to be “Best in Class”

This customer experience case study shows how an early-stage SaaS startup uses an NPS program to cre...

 

Ask Abby Answers NPS Best Practices FAQs

On our recent webinar, The New NPS Best Practices, the audience yielded some great NPS Best Practice...

 

The New NPS Best Practices Webinar Recap and Video

You know your Net Promoter Score. But do you know how to make that score go up? How about leveraging...

 

How to Scale With Customer Feedback

How do amazing companies create and scale their product for growth? Would it surprise you if the ans...

 

Ask Abby Nicely: Are You Getting The Most From Your NPS Passives?

Hi Everyone, Instead of answering a question this month, I’m going to switch it up this time and ask...

 

How Schweiger Dermatology Used Customer Feedback to Increase Online Reviews By 800%

We interviewed Julie Gessin of Schweiger Dermatology Group to gather insights into how they were abl...

 

Love and Appreciation

Happy Valentine’s Day! That, like love itself, can have different meanings for different people.  He...

CX Obsession

Microsoft: Humans + AI = Better CX

We’ve all heard the cliche; that someday, robots will take all our jobs. And why wouldn’t they? Robo...

 

Ask Abby Nicely: How Fast Can I Start Sending NPS Surveys?

Learn the Essentials to Start Sending NPS Surveys Within 24 Hours Dear Abby, My boss wants to start ...

CX Obsession

Westland Distillery: Above and Beyond

For most people, thinking about whiskey conjures up images of foggy Scottish highlands, peat moss, k...

CX Obsession

Pushpay: Putting People Above Everything

It’s 2019, and by now you know that if you aren’t a company with a customer-obsessed culture, you’re...

CX Obsession

CX Obsession: Seattle Recap

Happy New Year, everyone! Now that we’ve recovered from the holidays, we’re back with our next set o...

 

Legendary Tales of Customer Experience: The Roomba That Went Bump in The Night

Customer experiences happen every minute of every day. Some of them are so good they create stories ...

 

Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price a...

 

Increase NPS Survey Response Rates with Great Subject Lines

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentimen...

 

Building a referral program in Salesforce

One of the best ways to engage with your happiest customers is to invite them to refer a friend or c...

 

Ask Abby Nicely: How Often Should I Be Surveying My Clients?

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Surve...

 

NPS Benchmarks for 2018: Results and Reactions Webinar

NPS Benchmarks are increasingly of interest. However, it’s not just  about “what is a good NPS score...

 

Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS

Ever think about just how many debit transactions happen on any given day? Debit card purchases, mem...

 

CX Obsession Fall 2018: Seattle

You asked for more CX Obsession, and we’re making it happen. After two successful runs in Portland (...

 

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

Positive word-of-mouth, customers and clients who advocate for your products and services, customers...

 

AskNicely Net Promoter Score Software New Feature Roundup – Q4 2018

Each quarter, our New Feature Roundup will spotlight the most recent and requested improvements to o...

 

Case Study: How Genesis Improves Member Experience with NPS

We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight m...

 

Ask Abby Nicely: How Can I Leverage My NPS Promoters?

Turning NPS Promoters Into Proactive Advocates Dear Abby, How can I leverage my NPS Promoters and th...

 

Doing Net Promoter Score Wrong? A Look at Customer Surveys Gone Awry

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads...

 

NPS Playbook: How Act-On Actions Customer Feedback

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows Your Net Promoter Sc...

CX Obsession

Ziba Design: Focus on the Internal Customer

We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX ...

 

3 Ways to Become a Customer Feedback Brand

Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your custo...

 

NPS Scores at TriMet: Tales of Legendary Customer Experience

This is the next in an ongoing series of real stories about how businesses create customer experienc...

NPS Best Practices

Your Guide to Choosing the Best NPS Software

How to Choose The Best NPS Software For Your Customer Feedback Program You understand NPS best pract...

CX Obsession

Treehouse: Creating a Path to Diversity

 Ryan Carson, Founder and CEO of online coding school Treehouse, knows how important it is to hire ...

 

Why Customer Success-Powered Growth Starts With Executive Buy-in

The Case for Executive Buy-in For an Advanced NPS Program Growth-savvy customer success experts agre...

 

AskNicely Tops G2 Crowd Grid® Report for Enterprise Feedback Management Software

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top...

CX Obsession

DiscoverOrg: Finding the Peppermint Bark Moment

 For Katie Bullard — Chief Growth Officer at DiscoverOrg, the leading marketing and sales intellige...

 

Legendary Tales of Customer Experience: A Jar of Oysters

This is the next in an ongoing series of stories about how innovative businesses create customer exp...

Thought Leadership

Ask Abby Nicely: Should I Follow Up With All Detractors After an NPS Survey?

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones...

NPS Best Practices

NPS Surveys: Not Just For Customer Success Anymore

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulde...

News

AskNicely NPS Software Now Available on the Salesforce AppExchange

AskNicely, Inc. announces its NPS software — the perennial #1 recommended software for Customer Feed...

CX Obsession

Living Room Realty: Meeting Customers Where Their Obsession Is

Jenelle Isaacson, Owner and Founder of Living Room Realty in Portland, Oregon, used her punk rock ro...

NPS Best Practices

NPS Benchmarks for 2018: How Do You Compare?

"What is a Good NPS Score?" NPS Benchmarks. Is it just about "what is a good NPS score?" Not exactly...

Thought Leadership

The Golden Rule For Growth: Be Nice

Business survival and success are inextricably connected to growth. This makes finding new avenues t...

 

3 Customer Feedback Hacks For a Stronger Loyalty Program

How many customer loyalty programs do you belong to? I’m not even sure I know. That’s not good news ...

 

Legendary Tales of Customer Experience: The Karma Department

This is the next in an ongoing series of stories about how businesses create customer experiences th...

 

Customer Feedback is Your Competitive Advantage

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as ...

NPS Best Practices

Do You Know How to Calculate Your Net Promoter Score?

You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you c...

NPS Best Practices

Top 5 Ways to Improve Your Net Promoter Score (NPS)

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You...

 

CX Obsession PDX

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exc...

NPS Best Practices

6 Tips for Planning The Perfect NPS Program

Your boss and your boss’s boss just came from a seminar on Net Promoter Score (NPS) and want you to ...

NPS Best Practices

4 Ways to Get More Out of Your NPS

Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way...

 

Biteable’s Evolution to a Customer-Centric Product Roadmap

As a product team, you require a deep understanding of your customers’ complex problems. Without it,...

Product

AskNicely Levels Up Salesforce Marketing Cloud NPS Capabilities

Activate your Customer Marketing Wonder Twin powers with Marketing Cloud NPS  You may remember the W...

 

CX Obsession Summer Edition: Join us in Portland on August 1st

Portland, we heard you loud and clear. After a successful inaugural CX Obsession (with an event NPS ...

Product

AskNicely NPS for Intercom Messenger

Brands that are serious about improving customer experience are those that put engagement and feedba...

CX Obsession

Ruby Receptionists: Putting Their Customers First (by Actually Putting Them Second)

Want to amp up your brand’s customer experience, but aren’t sure where to start? Christina Burns, VP...

CX Obsession

Tales from CX Obsession: Green Drop Garage

 Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession even...

News

AskNicely named NZ Emerging Company of the Year

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Com...

CX Obsession

Join Us For An Evening of True Stories From Customer-Obsessed Portland

Portland is obsessed with creating amazing experiences. You’ve likely seen it caricatured on TV show...

Product

You Can Now Tag Your Teammates in AskNicely

When it comes to delivering amazing customer experiences, timing is everything. We now live in the a...

 

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio

How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their...

Customer Experience

Ask Abby Nicely #3: How Do You Calculate Your NPS Score?

If you read my last blog post, you’ll know that 2007 was a big year for me — from the infamous solar...

Customer Experience

Looking for NPS in all the Wrong Places

Hello! My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advoca...

Thought Leadership

New Webinar: Smooth Customer Journeys Deliver Smooth Customer Experiences

In 2018, customer experience is everything. More big brands, more agencies, and more technology comp...

Thought Leadership

The Customer Obsession Revolution Will Be Televised

In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon....

News

We’re a Leader on G2 Crowd (thanks to you)

We don’t like to do it too often, but once in a while, we need to take a step back and acknowledge o...

Thought Leadership

Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line

So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland ...

 

Auror’s Path to 80 NPS (and Why You Should Care)

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in com...

Customer Experience

Ask Abby Nicely #2: What’s a Good Net Promoter Score?

Meeting your business’s big-picture NPS goals of going from bad to good (or even world class) takes ...

Product

New Feature Round-Up – November 2017

The AskNicely development team, now numbering a dozen innovative minds, is constantly delivering new...

Thought Leadership

We Have Your Dreamforce 2017 Party Plan

Parties. Parties everywhere! That is life at Dreamforce 2017. Lists upon lists of "must-attend" Drea...

Product

How to launch NPS nicely

Not all software launches are created equal. On one end of the scale are the simple launches. You kn...

Product

Your Five-Minute NPS Implementation Plan

NPS in 5 minutes? Sounds great! What’s the catch? No catch! Also no free steak knives! Sorry. :\ One...

Product

My Boss Asked me to Find an NPS Tool. Now What? | Ask Abby Nicely

Introducing an all-new weekly series where customer success manager Abby Castro answers your most pr...

Marketing

Building referral programs in HubSpot

One of the key business values of AskNicely is the ability to identify your happiest customers and t...

Customer Experience

Hug Your Haters (Even If They Don’t Hug You Back)

Haters gonna hate. Don’t believe me? Ask Taylor Swift (or Ice T, if campy late-90s gangsta rap is mo...

Marketing

The not-so-secret to getting reviews and referrals

One of the very first things you learn in Marketing School(tm) is that happy customers are awesome. ...

Product

NPS streaming live to a small screen near you

“The AskNicely app has been one of the most exciting additions to our customer toolkit this year ena...

News

Fundraising $6.7m for customer happiness

Today, we’re excited to announce a $6.7 million strategic capital raise with the fine folks at Black...

Thought Leadership

Using NPS to build a better candidate experience

When it comes to recruitment it’s not enough to place the perfect person in the perfect role; obviou...

Thought Leadership

Surveys Kill Kittens

What is it that holds the internet up? Once you get past Facebook and Twitter and sports results and...

Thought Leadership

NPS Black Belt Guide – Orange Belt: Picking out the easy targets

Step 4 - We’re sending out some surveys and starting to get some data back - data you can use straig...

Thought Leadership

WTF is NPS??!! A (very) quick intro.

Struggling to get your head around NPS and how to use it to really grow your business? Have you hear...

Thought Leadership

NPS Black Belt Guide – Yellow Belt: Plan your attack*

(don’t just leap in) *you should think of NPS as a way to lovingly embrace your customer rather than...

Thought Leadership

Growth Hacks from the 18th Century

In 18th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices...

Thought Leadership

NPS Black Belt Guide – White Belt: Taking on your boss

(developing executive buy-in) In the last post, we took a look at what NPS is and why you need to pa...

Thought Leadership

What is NPS and What Does it Mean for Your Business?

Customers who aren’t satisfied leave...And there are only so many customers you can lose before your...

Thought Leadership

Why NPS is a more important metric than revenue

You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, ...

Product

Automate NPS Surveys in Hubspot

Because happy customers really are your best marketing tool. Gathering customer feedback in real-tim...

Product

AskNicely and Zapier – because MORE is more when it comes to NPS.

So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it...

News

Come and meet the AskNicely team at SaaStr!

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by a...

Thought Leadership

What marketers can learn from #fakenews

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 ...

Thought Leadership

The Fire Rooster

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new Presi...

Customer Experience

The 90’s called, and they want their survey back.

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking ...

Product

Turning customer activity into your most powerful marketing tool with Intercom and AskNicely

SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to unde...

 

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

Having the right dashboard can revolutionize your business in terms of success and your own enjoymen...

 

Announcing Klipfolio Integration

How is this for double-cheese pizza - we have teamed up with the guys at Klipfolio! So what the heck...

 

G2 Crowd names AskNicely as High Performer in Enterprise Feedback Software category

Business software review platform G2 Crowd recently named AskNicely as a "High Performer" in the Ent...

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