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 in financial services: 2026 guide

Discover what great customer experience in financial services looks like today and how institutions can improve journeys, trust, and everyday service.
Customer experience

What is a customer experience management strategy?

Customer experience is dynamic and ever-evolving, so your CEM strategy should be too. Each step of this process should be constantly revisited and adapted as the needs and expectations of your customers change over time.
Customer experience

Benefits of customer experience management

Customer experience management analyzes the overall customer experience by collecting granular behavioral data and direct feedback. It looks at how we can fine-tune the customer experience to create an emotional connection between a brand and it’s customers.
Customer experience

What Is Member Experience & Why Does It Matter?

Member experience is defined by the way that members feel when they interact with your organization. Let’s look at ways to create more positive member experiences.
Customer experience

How to improve customer experience

Discover actionable tips, strategies, and tools to enhance customer experience, boost satisfaction, and drive business growth effectively.
Customer experience

The Future of Customer Experience Management

Customer engagement is evolving at a blistering pace, as are customer expectations. The technology we use today to manage customer experience (CX) feels light years ahead of where we were ten years ago. So where will we be in another ten years? What does the future of customer experience management look like?
Customer experience

3 Steps to Improve Customer Experience

There is an undeniable link between customer experience and profitability. The more energy you put into improving your customer experience, the more money your business makes. In other words, the brand with the best experience wins.
Customer experience

What is customer experience management (CXM)?

Learn what CXM is, why it's vital, and how to use key tools and strategies to boost customer satisfaction, loyalty, and retention.
Customer experience

5 key areas of customer experience management

Customer experience

CEM vs CRM: Key differences and how they work together

CRM manages data. CEM improves experience. See how both work together and which one your business actually needs.
Customer experience

No More Rework: How Aptive Delivers Exceptional Service, Everytime.

Our favorite kinds of blogs are the ones where we get to celebrate the awesome work of our own customers. Not only is it fun to brag about their achievements, but hopefully an exciting read for you, as you begin to learn the incredible transformations that are possible for your business.
Customer experience

Customer service standards that drive success

Discover the essential customer service standards that boost efficiency, enhance CX, and set your business apart. Actionable tips inside!
Customer experience

25 customer experience best practices for 2026 and beyond

Discover essential CX best practices, actionable tips, and strategies to enhance customer satisfaction and loyalty in your business.
Customer experience

Why is customer satisfaction so important and how can you improve yours?

No matter what your business is selling, understanding what your customers think, how happy they are and how they find your product or service is an important metric for growing your business. All of this can be summed up as how satisfied your customers are.
Customer experience

15+ customer satisfaction metrics to measure and improve CX

Discover essential customer satisfaction metrics, how to collect data, and actionable tips to enhance customer experiences and drive business success.
Customer experience

Improve Customer Experience (CX) with Six Key Steps

Customer experience (CX) speaks to how people feel when they're interacting with your business. When you have a broad set of quality customer experience data, you have access to intimate views of the customer's values, desires, and motivations.
Customer experience

Customer Experience Software: Benefits Beyond Metrics

Customer experience

What is customer experience software? A comprehensive guide

Discover what customer experience software is, its key features, benefits, and how to choose the right solution for your business.
Customer feedback

Best survey apps: Top tools to transform customer feedback

Discover the best survey apps for collecting and acting on customer feedback. Compare top platforms with AI analytics, automation, and real-time insights.
Customer feedback

How to analyze survey data: A complete guide for multi-location service businesses (with AI)

Learn how to analyze survey data with AI in minutes. Get step-by-step instructions, ChatGPT prompts, and real examples for service businesses.
Customer feedback

Customer survey tools for HubSpot: Top integrations & features

Discover the best customer survey tools for HubSpot. Compare features, pricing, and integrations to boost customer retention and streamline your feedback workflows.
Customer feedback

Best practices for responding to customer reviews (good and bad)

Learn how to respond to positive and negative customer reviews, build trust, and improve your visibility across Google, Yelp, Facebook, and AI search.
Customer feedback

Your online reviews are now an AI search result. Here's how to manage them like one

AI tools now use online reviews to recommend businesses. Learn how to manage reviews, listings and customer feedback to improve your AI search visibility.
Customer feedback

Customer feedback management software: Top tools & benefits

Find the best customer feedback management software for actionable insights. Compare leading tools, key features, and how they improve retention.
Customer feedback

SMS survey software for customers: Top tools & benefits

Discover the best SMS survey software for customers. Compare top tools, features, and pricing to boost response rates and improve customer feedback.
Customer feedback

AI survey tools: Top platforms for automated feedback & insights

Discover the best AI survey tools for effortless feedback collection, advanced analytics, and seamless integrations. Find the right platform to boost response rates and insights.
Customer feedback

Automated customer survey software: Top tools & features

Discover the best automated customer survey software to streamline feedback, boost response rates, and gain actionable insights with AI-driven analytics.
Customer feedback

Email survey software for customers: Top tools & benefits

Discover the best email survey software for customers. Compare leading platforms, features, and use cases to boost customer feedback.
Customer feedback

Review gating vs. Review generation: What's the difference (and why it matters)

Review gating hides feedback. Review generation earns authentic reviews through better customer experiences. Learn the difference and why it matters for SEO, trust, and growth.
Customer feedback

Customer survey apps for healthcare: Top tools in 2026

Discover the best customer survey apps for healthcare. Compare top HIPAA-compliant tools to improve patient satisfaction and streamline feedback.
Customer feedback

Your online reviews are training AI models: Here's why that matters

Your customer reviews influence more than buyers. Learn how AI tools like ChatGPT and Gemini use reviews, and why reputation management now shapes AI visibility.
Customer feedback

Customer referral program: Build a referral engine with customer feedback

Learn how customer referral programs work and why people should opt for feedback-driven customer experience for referrals that compound over time.
Customer feedback

Google review software tools: Compare top platforms for business growth

Find the best Google review software tools for service businesses. Compare features, pricing, and benefits to boost reputation, retention, and customer growth
Customer feedback

HappyOrNot alternatives: Customer feedback tools compared

Explore the best HappyOrNot alternatives to boost customer satisfaction, empower frontline teams, and improve retention with real-time feedback solutions.
Customer feedback

AI customer feedback tools: Top platforms & key benefits

Discover the best AI customer feedback tools to automate insights, analyze sentiment, and improve customer experience. Compare features, pricing, and ideal use cases.
Customer feedback

Customer survey tools for Salesforce: Top platforms & features

Discover the best customer survey tools for Salesforce. Compare features, integrations, and pricing to find a solution to boost customer satisfaction.
Frontline

5 ways to build confidence in new frontline team members quickly

Help new frontline team members build confidence faster with real-time customer feedback, targeted coaching, recognition, team visibility and autonomy.
Frontline

10 micro-improvements that reduce friction for frontline employees

Discover 10 practical micro-improvements that reduce frontline employee friction, improve productivity, and help teams deliver better customer experiences.
Frontline

Empowering crews and contractors to represent your brand on the frontline

Learn how field service businesses use real-time customer feedback to engage crews, empower contractors, strengthen brand representation, and improve customer experience.
Frontline

Why 2026 will be the year of frontline empowerment, and how to prepare

Listening to customers isn’t enough anymore. Learn why frontline empowerment is the next stage of CX maturity and how service teams can turn feedback into action.
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

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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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