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

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 experience

How Service Brands Measure Customer Experience Success

How do you know if customers walk away feeling truly satisfied, or if they’re already planning never to return? We asked our community – “When thinking about success, how do you measure it within your customer experience program?” Here’s what they had to say…
Customer experience

Top Customer Experience Tips from Our Community

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.
Customer experience

3 Ways Home Services Companies Can Improve the Client Experience

To build a loyal customer base, home services such as pest control, repair, cleaning and maintenance companies rely heavily on the client experience.
Customer experience

Wellness centers and gyms: Your guide to keeping up awesome CX during the January rush

It’s right around the corner: The mad rush of new-years-resolution-setters who sign up to fitness centers in hopes of starting 2025 on the right foot.
Customer experience

6 Efficiency boosters for operations managers

Efficiency. It’s the golden word for all service operations managers. How can we reduce friction? How can we ensure that support teams have the tools they need to provide customers with delightful experiences?
Customer experience

5 Stars only – How to prevent bad online reviews

Online reviews can make a service business boom or bust. One star or five can be the difference between turning a curious prospect into a raving advocate or losing a customer for good.
Customer experience

5 tips to keep up awesome CX during the busy holiday season

With the right strategies in place, you can ease the workload, create awesome experiences for both employees and customers and even have fun this busy holiday season.
Customer experience

The World's Most Simple & Effective CX Improvement Plan

During our time working with thousands of people-powered businesses around the globe, we’ve consolidated the three most important things you can do that are proven to significantly improve your customer experience.
Customer experience

3 Ways For Financial Service Companies to Improve Customer Experience

Whether you’re a home loan company, a credit union, an insurance broker or any other financial service company – consistently delivering on your brand promise is mission critical. But as financial services scale, initiating more transactions to more and more customers, sticking to that promise becomes increasingly challenging.
Customer experience

Calling all speciality healthcare providers: A guide for the ultimate patient experience

Historically, patient feedback has come in the form of long, boring, mandatory surveys that get filled out by reluctant patients and rarely get shared with or acted on by frontline teams...
Customer experience

3 Ideas to help build a customer-first culture

Good customer service is extremely hard if you don’t see the point. While you may have grand customer experience plans for your company, if your vision is not shared by the entire organization (most importantly your customer-facing teams) those plans are unlikely to ever come to fruition.
Customer experience

Consistent customer experience: 12 strategies for success

Want to ensure consistent customer experience? This guide covers key components, challenges, and actionable tips to improve your CX.‍
Customer experience

3 Tips For Consistency with a Distributed, Remote or Deskless Workforce

Here’s a question: how on earth do you maintain a *consistently* awesome customer experience with a frontline workforce that is spread across multiple locations?
Customer experience

How to Create the Ultimate Patient Experience

Patients have never had so much purchasing power. With endless options offering slick booking experiences, zoom appointments from the couch, and 5 star reviews, most people will look for a healthcare provider they not only trust, but one they actually like.
Customer experience

The Customer Experience Benchmarking Series: Empowering and Rewarding Frontline Employees - What Does Maturity Look Like?

The results from the State of Frontline Work study have allowed us to solidify what leading service businesses are doing to excel in customer experience, and create a benchmarking framework to help service brands measure up.
Customer experience

The Customer Experience Benchmarking Series: Personalized Coaching to Increase Training Effectiveness - What Does Maturity Look Like?

The results from the State of Frontline Work study have allowed us to solidify what leading service businesses are doing to excel in customer experience, and create a benchmarking framework to help service brands measure up.
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 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.
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

Subscribe to learn about new product features, the latest in technology and updates.
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
View all
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."

Read Now

"By and large we have seen the scores get better because we've been able to use the feedback to do focus trainings."

Read Now

We like to see results, too.

Learn how AskNicely has helped these companies transform the customer experience.
Learn more
Integration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration iconIntegration icon

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.
‍