Discover a range of topics across customer experience, feedback, and performance improvement.
Traffic to Growth Series | with ShopperTrak Analytics, Sensormatic Solutions By Julian Barton, EGM | Feedback ASAP | feedbackasap.com Ask
Every business wants more referrals, but most only ever ask harder. The businesses that actually get them do something different. They build the conditions that make referring feel natural: exceeding what was promised, staying visible between transactions, making it easy to act on a good feeling, and treating every referred customer like gold. This article breaks down the pattern behind consistent referral generation, why the economics are too compelling to ignore, and where to start if you want to become the business people can’t stop recommending.
A high NPS score feels like good news. But satisfaction and referral are not the same thing, and treating them as if they are costs businesses referrals they never even notice they are missing. This article looks at what actually predicts referral: not sentiment, but behaviour. It breaks advocacy down into four measurable dimensions, frequency, confidence, context and effort, and shows the three specific ways advocacy quietly breaks down inside otherwise healthy customer relationships: a trust gap, a visibility gap and an ease gap. Each one requires a different fix, and each one is costing pipeline long before anyone notices the cause. If you want to know whether your happiest customers are actually the ones sending you new business, this is where to start looking
By Julian Barton, EGM | Feedback ASAP | feedbackasap.com Most businesses have an NPS number. Fewer could tell you their
Mystery shopping is still one of the most searched terms in customer experience, even though most of what it was
By Julian Barton, EGM | Feedback ASAP | feedbackasap.com Every business will have a day when something breaks that has
Artificial intelligence has become the most discussed topic in customer experience. Barely a week passes without a new announcement about
Most CX programs are good at measuring and bad at improving. They collect NPS scores, CSAT ratings, and customer effort data, then stop at the dashboard. The result: reports nobody acts on and a feedback loop that never closes.
Turning feedback into action takes three things working together: speed, so insight reaches the frontline within hours, not weeks; specificity, so teams get behaviours to change, not vague scores to ponder; and accountability, so managers coach against real data rather than a performance review once a year.
Get this right and the payoff shows up where it matters. Loyalty improves. Referrals increase. Revenue per customer grows. That’s the shift from measuring customer experience to actually improving it, and it’s what a behaviour-first CX system is built to deliver.
