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

Customer Experience Insights with Tom DeWitt

In a recent episode of the Frontline Magic podcast, host and frontline evangelist Susanne Axelsson sits with Tom DeWitt, Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University.
Customer experience

It’s World CX Day! The AskNicely team share their most memorable customer experiences

As a company obsessed with customer experience, today is kind of a big deal. So to celebrate, three members of the AskNicely team share their most memorable customer experiences to inspire, enlighten and encourage every people-powered business to get excited about CX.
Customer experience

12 Essential CX Metrics: Track, Measure & Take Action

CX data overload? Focus on the right metrics to track, analyze, and improve customer experience. Learn how to measure what matters most!
Customer experience

Building Customer Loyalty: Strategies for Repeat Business in Home Services

We all want repeat customers, and the home services industry is no different. Because let's face it, repeat customers are the real MVPs, and if you play your cards right, those happy clients become your unpaid marketing team.
Customer experience

10 Customer Experience Books Worth a Read

Find your glasses and a cup of coffee, it’s time to sit back, and tuck into some of the most inspiring customer experience reads.
Customer experience

Anticipating Customer Needs: Staying One Step Ahead in Home Services

In the competitive world of home services, where customer satisfaction reigns supreme, staying ahead of the curve is not just a smart strategy—it's a necessity.
Customer experience

15 surprising customer experience stats

To help you navigate the ever-changing landscape of CX, we've compiled 15 surprising customer experience statistics backed by credible sources. Brace yourself for eye-opening insights that might just change the way you think about, and approach customer satisfaction.
Customer experience

5 ways to elevate employee (and customer) experience

When you think about ways to improve the customer experience, it’s easy to fine tune your focus to the customer. While focussing on the customer is absolutely essential, focussing on your frontline employees (those who deliver the customer experience) is just as important.
Customer experience

5 easy ways to improve the patient experience in dental care

An awesome patient experience not only boosts patient satisfaction, but helps build a loyal patient base and enhances your practice's reputation through positive word of mouth.
Customer experience

7 ways to Make Every Customer Interaction Awesome

Whatever the awesome experience, there are common strategies that can be used to make the experience so good customers keep coming back. The following list is a compilation of 7 ways (that you can start doing today) to make every customer interaction or experience one that will give your customers a new-found love for your brand.
Customer experience

5 Ways to Build a Customer Centric Culture

How do I get my entire team to care about the customer experience as much as I do? It’s a question most executives and managers of service businesses are grappling with. The answer? It all comes down to culture.
Customer experience

5 ways insurance companies are winning on customer experience

Watching Bill Murray come up with creative ways to avoid an insurance salesman in Groundhog Day, hasn’t done the industry any favors. Insurance companies have come a long way since then but customers aren’t forgiving when it comes to negative experiences.
Customer experience

3 Ways Service Brands Get Customer Experience Wrong

As an organization dedicated to helping service brands win on customer experience, we see the whole nine yards when it comes to CX strategies, or lack thereof. While every company is striving to provide the best experience to customers, there are times when even the most well-informed brands miss the mark.
Customer experience

Customer Experience Trends in Home Services to Watch for 2023 & Beyond

Whether you’re in the world of plumbing, electrical work, pest control, home renovations, cleaning or any other home services industry – you’ll know that the landscape of home services is changing.
Customer experience

Customer experience trends in financial services to watch for in 2025 and beyond

To compete in 2025 and beyond, financial service companies such as credit unions, banks, and lenders must focus on and invest in, the customer experience.
Customer experience

The Ultimate Customer Experience Glossary

In the world of customer experience, there’s a lot of terminology, lingo, and acronyms flying around. CSAT, NPS, COO, CXM, CRM…it can be hard to keep up. That’s why we’ve put together the ultimate customer experience glossary, so you can find all the terms you need to know in one place.
Customer experience

Our Community’s Most Important Customer Experience Goals for 2023

With a ton on your to-do-list it can be challenging to know what to focus on. After some inspiration and guidance? We asked our community what their most important customer experience goals are for 2023, and here’s what they had to say…
Customer experience

Are Your Policies Negatively Affecting Your Customer Experience?

Are your policies helping or hindering? Revisit them today to ensure your frontline teams are set up for success.
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

Discover how to reply to Google reviews and use feedback to grow. Gain trust, resolve issues, and improve your business with smart review management.
Customer feedback

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

Use this free VoC template to analyze customer feedback and turn it into actionable insights to improve your customer experience. Download now.
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.
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!
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.
Learn more

"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.
Learn more
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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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