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    What is digital CX? The digital customer experience journey

    The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges.

    71% of consumers want a consistent experience across all channels, but only 29% say they actually get it.

    Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough.

    Customer testimonials: The complete testimonial marketing guide

    Testimonials have been used in marketing campaigns for decades. Rather than only using celebrities to create these testimonials, companies have learned that real faces and real people can also create a strong sense of trust with newcomers to their brand. Customer testimonials are so powerful that they can motivate even the most hesitant shoppers to buy.

    customer testimonials embedded on a website

    The customer feedback-powered reputation marketing blueprint

    Reputation marketing is becoming more and more prominent with the rise of review sites and consumer choice. Nearly every shopper (97%!) today considers online customer reviews in their buying decisions.

    Clearly, increasing the number of positive reviews and decreasing negative reviews should be a priority for your business. But, how exactly do you achieve these objectives?

    How to choose the right NPS software to improve your customer experience

    Net Promoter Score (NPS) is a key indicator of customer satisfaction, as well as a strong predictor of future growth. To improve your customer experience (CX), having the right tools to get you the information you need about the people who shop with you is essential.

    As Cassie Layton, Head of Marketing at Happy Returns, says:

    “The NPS program is the most immediate and comprehensive ‘eyes and ears’ we have for understanding customer satisfaction.”

    Voice of the Customer (VoC): Customer feedback for a future-proof business

    Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up?

    The 7 types of sampling and response bias to avoid in customer surveys

    In a previous post on biased survey questions, we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias.

    Bias is defined as “an inclination of temperament or outlook.” The concept comes up frequently in sociology and psychology, because it’s associated with prejudice or favoritism.

    Introducing QR code surveys: Get feedback wherever your customers are

    Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh.

    QR code surveys, now available with our Link survey distribution method, extend those same exact benefits to feedback collection on real-world physical interactions. With QR code surveys, it’s easier than ever to get opinions on the go.

    7 must-know types of customer survey questions with tips and examples

    You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need.

    Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results. In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each.

    Avoiding biased questions: 7 examples of bad survey questions

    While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question.

    Customer feedback is not easy to come by, which makes every survey response all the more significant. It’s important to make sure the input gathered is as unbiased as possible, and provides a clear lens into the customer experience. When you have bad survey questions in your questionnaire, you end up wasting a valuable opportunity to surface critical insights from customers and employees about how to improve your products and services.

    52 popular customer satisfaction survey questions by customer journey

    A landmark study found that 80% of 362 companies surveyed thought they provided a “superior experience,” but only 8% of their customers agreed. That huge disparity highlights how sorely companies can miss the mark when it comes to understanding their customers’ needs and expectations.

    A key way to close that gap and develop solid, lasting relationships with your customers is to ask them for feedback with customer satisfaction surveys. But when do you ask? And what questions should you use?

    16 best practices for increasing survey response rates

    Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in.

    Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights.

    9 customer experience metrics to help your brand succeed

    Think of the shopping, dining or travel experiences you enjoyed most. They probably didn’t just come down to the quality of the food or the products that you bought. They were associated with an experience that, as a whole, was pleasing and memorable.

    Every interaction between a customer and your brand defines the customer experience. And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you can stay ahead of the curve.