I was speaking recently at a conference with well-known consumer psychologist Bart Schutz . When asked about making assumptions in the context of conversion rate optimization, his face lit up with energy: “ Assuming is one of our biggest enemies .”…

No matter what your business is, focusing on customer retention is a proven way to grow revenue. Although it's important to attract new customers, selling to them can cost five times more than satisfying and keeping current ones. And to give your customer…

“We really need to listen to the voice of the customer.” If you’ve never heard this phrase before, then you either walk around with your headphones in all day or you’ve never worked at a startup. 89 percent of companies are using customer experience…

With today’s technology, the ability to create, design and distribute surveys has increased exponentially. This growth in technology brings a whole new host of options available to SMEs who are seeking to gain deeper insights from their primary research.…

Your customers are an amazing source of information that’ll allow you to optimize the performance of your business in a strategic and smart way. The people who bought one of your products or services can tell you exactly what’s wrong and what can…

‘What exactly is this NPS everyone is talking about?’ you might be asking yourself right now. Well you’re not the only one out there, but that’s why I decided to write this article for you guys.  In this blog I’ll be discussing what NPS is…

While there are many tools available, it’s still a good idea as a business to rely on various types of survey methods to discover what customers want. Whether it's a market research survey, customer feedback survey, or audit survey, businesses know…

Did you know that, for every customer who bothers to make a complaint, about 26 others remain silent and take their business elsewhere? It means you should think twice when you feel like you’re doing awesome with your customer service . In a data age,…

Now more than ever, when it comes to customers, businesses have no greater friend and no worse enemy. Win over your customers and you can turn them into powerful brand ambassadors. Treat them poorly and they can take to the internet to mobilize against…

Point of sale consumer surveying certainly isn’t new—pen-and-clipboard-equipped surveyors have been a mainstay in our malls and grocery stores for years. But the ubiquity of mobile devices and app-less mobile surveys and quizzes are re-writing the…