Growth Strategy, Podcasts

Dwell Time Just Doubled. Here’s the Story Most Retailers Would Have Missed

Growth Strategy, Podcasts /

A retail case study tracked over several months on ShopperTrak Analytics’ Video AI platform found something most dashboards would have missed: average dwell time nearly doubled, from around four and a half minutes to eight and a half, while draw rate softened slightly. Julian Barton and David King unpack why the shift is real, not noise, what it means for staffing during power hours, and why traffic data only tells half the story until it is paired with the real, unscripted voice of customers on the floor

A sedan labelled MEASURE driving down a paved highway beside a four-wheel drive labelled GROWTH heading off-road, illustrating the difference between a measurement program and a growth program
CX Strategy

The CX Growth Engine: Why Six Pillars Beat One Score

CX Strategy /

Most Voice of Customer programs are excellent at producing a score. Far fewer know what to do with it once they have one. This article breaks down the six pillars we use at Feedback ASAP to turn customer feedback into an actual growth program, not just a number that gets reported up the chain each month. It covers the seven moments that build advocacy, the four-stage operating model behind it, and why NPS still matters, just not on its own.

A staff member and a returning customer in conversation, representing a customer retention strategy built on frontline service
Growth Strategy

Customer Retention Strategy: Why Keeping Customers Beats Chasing New Ones

Growth Strategy /

Acquiring a new customer costs more than keeping one you already have. That’s not new information, yet most marketing budgets still chase acquisition while the customers already on the books go unattended.

Most people who leave a brand don’t leave over price. PwC’s 2025 Customer Experience Survey found over half of consumers stopped buying from a brand after a bad experience, and almost a third left over poor service specifically. These are fixable problems, but only if frontline teams get the feedback in time to act on it.

A customer retention strategy that works isn’t a loyalty program bolted on after the sale. It’s genuine service quality, backed by real-time feedback and frontline behaviour that changes because of it. Track repeat purchase rate and lifetime value, but track churn reasons too. That’s where retention becomes a culture, not just a number to report on.

Customer feedback framework answering why, what, how and who for CX programs
CX Strategy

Why, What, How, Who: The Four Questions Every CX Program Must Answer

CX Strategy /

Most CX programs can tell you a score moved. Almost none can tell you why it moved, what caused it, how to fix it, or who needs to act by when. This article sets out the customer feedback framework we use at Feedback ASAP to answer all four questions, for every team, every week, so customer insight turns into frontline behaviour change instead of another report nobody reads. It is the same thinking behind One Voice, our improvement engine, and the reason we say most CX programs measure. We improve.

Optical retail customer experience case study: optometry assistant showing glasses frames to a customer
Case Studies

Optical Retail Customer Experience Case Study

Case Studies /

An international optical retailer with over 100 stores had NPS stuck at 43, with no clarity on which consultation behaviours were driving it. Feedback ASAP’s Improvement System pinpointed the exact standards being missed at team member level and built targeted action plans store by store, tracked weekly. NPS moved from 43 to 74 in under eight months, a 72% gain.

Phil Prosser interview webinar
Growth Strategy, Uncategorized

Is Your NPS Score Actually Growing Your Business? Phil Prosser on Advocacy-Led Growth

Growth Strategy, Uncategorized /

An 89 NPS score didn’t stop one retailer going into liquidation. In this replay, Phil Prosser explains why NPS measures the past, not the future, unpacking data like a 145% transaction value gap between top and bottom stores. Cohosted by Fraser Morrison of 1000Steps, this session offers a practical three-phase framework for turning advocates into compounding revenue.

Phil Prosser NPS interview: Is Your NPS Score Actually Growing Your Business, live webinar with Fraser Morrison (1000Steps)
Customer Experience Insights

‘NPS Was Never the Destination. Growth Is.’ A Conversation with Phil Prosser

Customer Experience Insights /

Julian Barton sits down with Phil Prosser, Founder and CEO of Feedback ASAP, ahead of his live webinar on 26 August. They talk about why NPS was never designed to be a growth strategy, what ‘data rich, action poor’ really costs a business, and the ASAP Growth Pathway framework connecting improvement, sales, advocacy and people to genuine commercial growth.

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