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

Turning every technician visit into a 5-star experience

Every technician visit is a chance to build trust, loyalty, and referrals. Learn how to turn routine service calls into consistent 5-star experiences.
Customer experience

Empowering customer-facing finance teams to drive customer loyalty

Discover how financial institutions can build lasting customer loyalty by empowering frontline teams with real-time feedback, coaching, and recognition.
Customer experience

How to get CFO buy-in for your CX strategy

Learn how to secure CFO support for your CX strategy by translating customer experience into measurable revenue, retention, and cost savings.
Customer experience

How to reduce customer churn with proactive follow-up

Discover how proactive follow-up reduces customer churn, builds loyalty, and drives growth. Learn best practices and see real results with AskNicely.
Customer experience

5 Lessons from working with 100+ customer-obsessed companies

Reagan Nickl, VP of Customer Success at AskNicely, shares 5 lessons from 100+ customer-obsessed companies on using feedback to transform CX.
Customer experience

How real-time feedback helps pest control companies improve CX

Discover how pest control companies like Platinum, Aptive & Moxie use real-time customer feedback to boost CX, loyalty & growth.
Customer experience

How to maintain consistent CX across multiple locations and branches

Learn how to deliver consistent customer experiences across every branch by empowering frontline teams, measuring impact, and using CX technology.
Customer experience

The power of daily habits in CX transformation

Transform customer experience with daily habits, not big overhauls. Discover how small, consistent actions drive lasting CX success.
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 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.
Customer feedback

Top 10 tips for dealing with negative customer feedback

Feedback can be a double-edged sword. In this blog post, we'll explore ten effective strategies for dealing with negative customer feedback, helping you to transform criticism into constructive action. Let’s dive in!
Customer feedback

AI customer feedback: How to analyze and act faster

See how AI turns messy customer feedback into clear, real-time action for CX, product, and frontline teams.
Customer feedback

Measuring and improving patient satisfaction in dental practices

In the world of healthcare, patient satisfaction is a critical metric. It's not just about providing treatment; it's about providing an experience that leaves patients feeling cared for, respected, and valued.
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

Learn what patient feedback is, why it matters, and best practices to collect and act on it to improve care, trust, and compliance.
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.
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

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

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

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 Cost of Not Upgrading the Frontline Experience

What happens if you don’t give the frontline the tools and technology they need to succeed in their work?
Frontline

Building Strong & Lasting Customer Relationships with Wendy Miller

Frontline

Fixing Frontline Work with Aaron Ward

Aaron Ward, CEO of AskNicely, kicked off the Global Frontline Experience Summit by addressing the elephant in the room: “we need to talk about fixing frontline work”.
Frontline

5 Ways to Improve Frontline Team Experience

The frontline worker is the key to winning here - they bring the magic that determines whether a customer's experience is awesome or awful. So, how do we improve the experience of the frontline worker, and ensure they are equipped with the knowledge, tools and support they need to deliver on your service promise, every time?
Frontline

Debunking the Myths of Frontline Work

Since COVD-19, our perceptions of frontline workers have dramatically shifted. Most of us have a newfound appreciation for supermarket workers, hospitality staff, bus drivers, sanitation workers and all of the other incredible people who serve us every day.
Frontline

The Frontline Employee Toolkit - What The Frontline Need to Succeed

80% of the global workforce are considered frontline workers. These frontline employees are often the first, last and or only, face-to-face interaction a customer has with a business.So, they’re a pretty big deal. 
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?
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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