The New Battleground of Customer Experience: Competing Beyond Your Industry

The New Battleground of Customer Experience: Competing Beyond Your Industry

Your customers aren’t just smarter today – they’re smarter and more demanding every day. Shep Hyken put it well during the 2025 CX-Senate webinar: “Customers today are smarter than they were last year, and the year before. They are getting smarter because they know what great service is.“ But what does this rapid evolution mean…

Beyond Transactions: Crafting Exceptional Customer Experiences in the Digital Age

Beyond Transactions: Crafting Exceptional Customer Experiences in the Digital Age

In today’s hyper‐competitive, digitally driven world, the customer experience (CX) is the key differentiator that can make or break a brand. As businesses transition more and more into the “experience economy,” where consumers value memorable, engaging interactions above all else, companies must understand that every touchpoint (from sales and support to product design and post‐purchase…

The Hidden Biases in Your NPS Survey Design: A Guide for CX Professionals

The Hidden Biases in Your NPS Survey Design: A Guide for CX Professionals

As customer experience professionals, we rely heavily on Net Promoter Score (NPS) to gauge customer loyalty and satisfaction. But here’s an uncomfortable truth: your survey design might be secretly undermining the validity of your data. In this guide, we’ll explore how seemingly innocent design choices can introduce significant biases into your NPS results. The Anatomy…

Securing Data and Anonymizing PII: How Surveypal CXM Protects Your Business and Customers

Securing Data and Anonymizing PII: How Surveypal CXM Protects Your Business and Customers

Data privacy is no longer just a legal obligation. It’s a cornerstone of customer trust and business resilience. As organizations collect and analyze customer feedback to improve experiences, they must ensure that sensitive information is handled securely and complies with regulations like GDPR. Our Customer Experience Management (CXM) tool is designed to address these challenges,…

Unlocking the True Power of NPS: A Step-by-Step Guide to Maximizing Customer Feedback

Unlocking the True Power of NPS: A Step-by-Step Guide to Maximizing Customer Feedback

The Net Promoter Score (NPS) has been a trusted metric for measuring customer satisfaction for over two decades, largely due to its simplicity and its proven correlation with customer loyalty and business growth. For example, companies with higher NPS scores often experience lower churn rates and higher customer lifetime value. But while many businesses chase…

Why Striving For Customer-centricity Might Not Be For You

Why Striving For Customer-centricity Might Not Be For You

Last week I wrote a blog post about “The blueprint for building a customer-centric organization”. This got so much internal and external feedback, that I thought I’d explain it a bit more. The claim in the post that raised eyebrows was the following: Achieving the “Customer-centric” level is not and should not be the ultimate…

Steve Jobs Said It Best, Start With The Customer Experience
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Steve Jobs Said It Best, Start With The Customer Experience

I was reminded of the importance of the customer experience while watching this video of Steve Jobs at Apple’s Worldwide Developers Conference in 1997. In the video, Jobs appears to be responding to an attack but is actually doing something much more interesting. He thinks carefully and makes a critical philosophical point about his –…

The Blueprint for Building a Customer-Centric Organization

The Blueprint for Building a Customer-Centric Organization

In an era where consumer expectations are at an all-time high, the question isn’t whether delivering exceptional customer experiences (CX) is essential. It’s how your organization can master this to stand out in today’s competitive landscape.  But what does the path to genuine customer-centricity look like? And is reaching the ultimate level of customer focus…

Employee Story – Anna

Employee Story – Anna

I joined Surveypal as a Sales Manager in October 2022, and it has proven to be a highly rewarding experience. Right from the start, I was impressed by the company’s straightforward approach to recruitment, which resonated with my own values. I particularly appreciated the transparency and openness surrounding the role, making me feel confident in…

Demystifying Customer Service: Two Black Boxes that Need Unpacking

Demystifying Customer Service: Two Black Boxes that Need Unpacking

Customer service can often seem like a ‘black box’—a complex, intricate part of your business that demands a deep dive to understand. It’s not only a crucial touchpoint with your customers, but also a gold mine of untapped data. In this blog post, we will simplify these complexities and highlight how you can transform customer…