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.

Your ultimate guide to Net Promoter Score

Learn what NPS is, how to calculate it, and how to use it to level up the customer experience by using it to inform business decisions.
Read now!
Woman speaking into mic at computer
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

How AI is changing the game in customer experience (and how not to get left behind)

Discover how AI is revolutionising CX — from smarter surveys to real-time insights — and why acting fast on feedback is now business-critical.
Customer experience

Change management tips from successful CX rollouts

Discover how service brands lead successful customer experience (CX) transformations. Learn 5 practical change management strategies that stick.
Customer experience

The cost of inaction: What poor CX is really costing you

Losing revenue, customers, and brand trust? Discover how poor customer experience impacts your bottom line—and how the right CX strategy can turn it around.
Customer experience

Change management framework template and plan

Download a proven change management framework and customizable plan template to lead your team through change with clarity, confidence, and success.
Customer experience

Change management 101: A practical guide for customer-obsessed service brands

Struggling to implement CX changes that stick? Learn how frontline-led change management empowers teams, boosts NPS, and delivers real customer impact.
Customer experience

Ultimate guide to customer experience transformation (2025)

This comprehensive guide to successful CX transformation includes strategies, tools, and tips to transform customer journeys, boost loyalty, and gain a competitive edge.
Customer experience

10 voice of the customer best practices that actually work

Tired of VoC programs going nowhere? Use these proven tips to activate feedback, empower teams, and improve CX.
Customer experience

Customer satisfaction system: What it is & how to use it

Learn what a customer satisfaction system is, key types, features, and best practices to improve feedback, retention, and team performance.
Customer experience

Customer satisfaction and loyalty explained

Learn how satisfaction drives loyalty, why both matter, and how to improve them with real-world strategies and examples.
Customer experience

Voice of customer analysis: A step-by-step guide

Voice of Customer analysis is more than surveys. Learn how leading CX teams turn feedback into strategy with proven tools, workflows, and best practices.
Customer experience

11 voice of the customer examples & best practices

See how real companies collect and act on VoC feedback. Learn techniques, tools, and tips to improve your customer experience program.
Customer experience

The earned growth flywheel: How to build a 5-star customer experience that grows your revenue

Learn how to apply the earned growth flywheel to your business to boost revenue.
Customer experience

10 best customer review management software (Updated 2025)

Discover top tools, key features, and expert tips to choose the best customer review management software for your business. Make informed decisions today!
Customer experience

Voice of the customer: Complete guide and tips for 2025

Learn how to collect, analyze, and act on Voice of the Customer feedback to improve CX. Tools, best practices, and real-world tips included
Customer experience

Optimize your CX with free customer experience templates

Learn how to use customer experience templates to improve satisfaction, streamline processes, and enhance consistency across all touchpoints.
Customer experience

10 best customer experience tools for 2025: A complete guide

Discover the top CX tools, key features, and best practices to improve customer satisfaction and retention.
Customer experience

10 best customer experience management software (2025)

Confused by CEM software options? Use this buyer’s guide to explore top vendors, key features, and find the perfect fit to boost customer experience.
Customer experience

15 best voice of customer tools (updated 2025)

Want to use customer insights to drive growth? Discover top Voice of Customer (VoC) tools, their key features, & how to choose the best one for your business.
Customer feedback

How to act on customer satisfaction results

Turn customer satisfaction results into real business growth. Learn how to analyze feedback, empower teams, and implement strategies to boost loyalty.
Customer feedback

10 best enterprise feedback management tools (Updated 2025)

Looking for an enterprise feedback management (EFM) tool to help you improve customer retention and drive revenue? Check out this comprehensive buyer’s guide
Customer feedback

10 best customer feedback tools (Updated 2025)

Want to gather more customer feedback and drive continuous improvement? These tools can help. Find the perfect solution to elevate your customer experience.
Customer feedback

Reputation management strategy: A step-by-step guide

Explore actionable tips and essential tools to craft a strong reputation management strategy for businesses of all sizes and industries
Customer feedback

How to get more Google reviews: 16 actionable tips

Increase revenue with more Google reviews. Discover 16 proven tips and tools to enhance visibility, trust, and customer engagement.
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

Master the art of review responses to improve customer loyalty, increase visibility, and grow your brand.
Customer feedback

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

Grab our free Voice of the Customer template, then follow a 6-step process to collect, analyze, and act on feedback
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.
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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Woman speaking into mic at computer
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?
Read post
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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
Man working at desk
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
Man pinning images on wall
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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