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.
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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

25 best companies for customer experience

From Nordstrom to Netflix, these companies are known for their incredible customer service. Explore what sets them apart, and what you can learn from them.
Customer experience

Customer experience management (CXM) strategy 101 (Updated 2024)

Discover how to build a successful customer experience management strategy, measure success, and drive continuous improvement.
Customer experience

The Human Touch in a Digital World: Balancing Automation and Personalization in CX

While automation can undoubtedly improve efficiency and scale operations, it's the human element that adds warmth, empathy, and authenticity to interactions. Here's why striking this balance is paramount in today's CX landscape.
Customer experience

3 ways to Add Moments of Magic to Your Customer Experience

With competition fierce and customer expectations soaring, merely meeting expectations is no longer enough. To truly stand out, service brands must infuse moments of magic into every interaction, leaving customers delighted and eager to return
Customer experience

Dental patient retention strategies: 12 key tactics for long-term success

Struggling with patient retention? Discover proven strategies to keep your dental patients loyal, engaged, and returning for long-term care.
Customer experience

Tips for Overcoming Common Hurdles in the Dental Patient Experience

How large your patient’s smile is after they visit your dental practice is hugely determined by the experience they have. The experience goes beyond the practical service, and expands into the interactions they have with patient facing staff, their deeper perceptions and feelings towards your brand.
Customer experience

From the Archives: Customer Experience Strategies with Doug Koob Founder and CEO of Circle Alliances

From the archives: frontline evangelist Susanne Axelsson, sits down with Doug Koob, Founder and CEO of Circle Alliances, to delve into the secrets of creating a strong company culture with a people-forward approach to leadership.
Customer experience

Customer experience management ins & outs 2026

We'll explore the top five "ins" or positive strategies and opportunities, and the five "outs" or outdated practices and challenges in Customer Experience Management for the year 2026.
Customer experience

The future of customer experience: 5 predictions for 2026

As we embark on the journey into 2026, the trajectory of customer experience (CX) is set to undergo significant shifts. Here are five predictions that will shape the future of customer interactions, setting the stage for a new era of awesome experiences.
Customer experience

Why 2026 is the year to ditch long customer surveys

As we step into 2026, service businesses are realizing that the days of bothering customers with extensive questionnaires are numbered. Why? Because, frankly, long surveys are the arch-nemesis of actionable feedback.
Customer experience

CX prep for 2026: How to get ahead in the game

If 2026 is the year you want your business to be known for delivering world-class customer experiences, a little prep is required. The customer experience (CX) landscape is evolving faster than ever, and staying ahead in the game requires a proactive approach.
Customer experience

Retaining Customers for Life: How Dental Providers Can Leverage Feedback to Consistently Deliver Awesome Patient Experiences

Undoubtedly, the experience the patient has is what determines whether they come back, and refer their friends and family. But how do we ensure that the patient experience is awesome every time?
Customer experience

The role of technology in enhancing home services customer experience

In an era where technology is the architect of change, the home services industry finds itself at the intersection of innovation and customer-centric transformation. So how is technology changing the game when it comes to delivering 5-star experiences?
Customer experience

Deliver an Employee Experience that Achieves Great Customer Experience: Interview with Jill Raff

In a recent episode of the Frontline Magic podcast, host and frontline evangelist Susanne Axelsson sits with Jill Raff, a globally recognized EX2CX expert and one of the top 150 global customer experience thought leaders and influencers.
Customer experience

From Teacher to Tech Whisperer: Q&A with AskNicely Customer Success Manager, Breanne Singley

In our latest Q&A session, we sit down with AskNicely Customer Success Manager, Breanne Singley, who made an inspiring transition from being an elementary school teacher to excelling in the world of customer success.
Customer experience

The Mobile Customer: Adapting CX Strategies for a Mobile-First World

The ubiquity of mobile devices has brought about a profound shift in the way we live, work, and interact with businesses.
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 feedback

Holiday CX Magic: Turning customer feedback into motivation, recognition & action

Discover how real-time customer feedback boosts frontline motivation during the holiday rush. Practical tips to turn praise into recognition, energy, and action.
Customer feedback

Using AI to analyze (and act) on customer feedback at scale

AI transforms customer feedback into real-time, actionable insights. Learn how businesses use AI to analyse sentiment, improve CX, and empower frontline teams.
Customer feedback

Top 4 Birdeye Alternatives in 2026

Discover the best Birdeye alternatives for 2026. See how AskNicely, Intercom, Reputation, and Podium stack up to boost reviews and customer experience.
Customer feedback

AskNicely hot takes: Responding to passives is just as important as detractors

Our CSM explains why responding to your passive customers is just as important as responding to your detractors.
Customer feedback

Turning feedback into action: How top clinics close the loop with patients

Discover how leading clinics turn patient feedback into real action, improve experiences, and build loyalty through real-time insights and team empowerment.
Customer feedback

Reducing service complaints through real-time feedback and follow-up

Learn how real-time feedback and fast follow-up can reduce service complaints, empower frontline teams, and turn customer issues into loyalty and growth.
Customer feedback

AskNicely hot takes: Don't be afraid of negative feedback

AskNicely Customer Success Manager, Breanne Singley, shares her hot take: negative feedback can actually be good.
Customer feedback

Frontline teams don’t have access to enough actionable feedback

Most businesses collect plenty of feedback, but frontline teams rarely see it in time to act. Here’s why actionable feedback is the real game changer.
Customer feedback

How to get more patient reviews: 10+ easy wins

Explore how to get more patient reviews with best practices, automation, and tools that help healthcare providers earn trust and grow.
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 2026)

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.
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
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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.
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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