Category: Service

As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…

As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…

Talking about statistics and representative samples might not sound like the most exciting topic. I can get it. But stick with me, because getting this right is hands down the most critical part of making smart, customer-focused decisions. Through my years of working with customer data – sometimes learning the hard way – I’ve landed…

Talking about statistics and representative samples might not sound like the most exciting topic. I can get it. But stick with me, because getting this right is hands down the most critical part of making smart, customer-focused decisions. Through my years of working with customer data – sometimes learning the hard way – I’ve landed…

If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions. While both question types offer their own benefits, the right question type for your survey will largely depend on the type of data and outcomes you’re looking for. I’ve found that while many surveys include a combination of both…

If you’re creating a survey, you may be wondering whether to use open-ended or close-ended questions. While both question types offer their own benefits, the right question type for your survey will largely depend on the type of data and outcomes you’re looking for. I’ve found that while many surveys include a combination of both…

When I encounter a tech issue, my first move is to search Google for a knowledge base or other self-service resources. In studying dozens of knowledge base examples, I’ve discovered that I’m not alone. Over 67% of customers prefer using a knowledge base rather than talking to a customer service representative. As a former support…

When I encounter a tech issue, my first move is to search Google for a knowledge base or other self-service resources. In studying dozens of knowledge base examples, I’ve discovered that I’m not alone. Over 67% of customers prefer using a knowledge base rather than talking to a customer service representative. As a former support…

I’ll be honest. My use of AI for customer insights is straightforward: I use ChatGPT to understand audience pain points and create targeted content from there. But some push the boundaries and use AI to revolutionize how companies understand and serve their customers. From product managers tweaking features based on usage data to customer experience…

I’ll be honest. My use of AI for customer insights is straightforward: I use ChatGPT to understand audience pain points and create targeted content from there. But some push the boundaries and use AI to revolutionize how companies understand and serve their customers. From product managers tweaking features based on usage data to customer experience…