Thoughts, Learnings and Experiences

Launch a Customer Panel from your Customer Feedback

Why not expand your Customer Feedback Program and launch a Customer Panel?

Posted by Leroy L on 27 Jun 2024

Customer Centric Feedback

Here at Flow we have a somewhat different approach to customer feedback. To put it simply, we place the Customer at the center of everything we do.

Posted by Leroy L on 21 May 2024

Improving Online Reviews

Like it or not, your online reputation is key to your success as a business. Online reputations are not for sale. The lack of a clear strategy, can result in irreparable damage to your online footprint.

Posted by Leroy L on 28 Apr 2024

Tracking Google Reviews

A key feature of Flow is its ability to drive Google Reviews

Posted by Leroy L on 23 Apr 2024

Text Analysis on Small Datasets

Flow provides a unique approach approach to Text Analysis

Posted by Leroy L on 14 Mar 2024

Long Customer Experience Surveys are fraught with problems

No customer likes a long complex survey

Posted by Leroy L on 05 Mar 2024

Making Lost Customers Valuable

For many organisations the focus is always on Customer Acquisition followed by Servicing the existing Customer base.

Posted by Leroy L on 13 Feb 2024

Always choose a Customer Experience Solutions Provider

The Customer Experience Market has never been bigger. A quick search of the web returns countless Solutions.

Posted by Leroy L on 01 Feb 2024

Customer Feedback in the era of Spam filters

With the rise of Spam filters, it is becoming increasingly hard to get Customer Feedback Emails in the inbox.

Posted by Leroy L on 28 Jan 2024

Why we never use "noreply@" email addresses

We Email a lot of customer feedback requests every day. Every feedback request will always have a valid reply email address. We do not use noreply@ email addresses for a number of reasons.

Posted by Leroy L on 18 Jan 2024

Operationalising text analysis as part of your NPS program

In an analysis of 1000s of customer comments for a healthy meal kit and delivery company we found the word ‘hair’ appeared in 0.5% of all comments. Naturally, it was predictably negative.

Posted by Dave G on 07 Dec 2023

Flow CX is part of the Microsoft Startups program

We're excited to say we're part of the limited global Microsoft for Startups program that is investing in and driving technology based businesses like Flow CX

Posted by Dave G on 21 Nov 2023

Why many CX Programs are Failing to Deliver ROI

In the Customer Experience space, the emphasis of recent discussion has been largely centred around the choice of CX metrics i.e. NPS vs other. While the choice of metric is important, in the context of customer feedback program success it's really only part of the story.

Posted by Dave G on 27 Oct 2023

Taking Action on Customer Feedback

If via your customer feedback program the customer tells you they’ve had a specific problem, but you don’t act-on it, are you really listening? Put yourself in your customers' shoes. You’ve interacted with a company/brand and had a bad experience. You've told them in detail what the issue is, but nothing happened.

Posted by Dave G on 13 Sept 2023

Closing the Customer Feedback Loop

The collection of Customer Feedback has been growing exponentially. Organisations of all shapes and sizes have implemented systems to request and gather feedback. But what happens next?

Posted by Leroy L on 03 Sept 2023

Merely satisfied customers won't win the CX battle

While 90% satisfied is not an inaccurate statement, on its own it is largely useless. It provides a nice external marketing message but in today's current marketplace having merely satisfied customers, and being comfortable with that, will ultimately lead to failure.

Posted by Dave G on 16 Aug 2023

When did you last eat your own experience delivery

“Eating your own dogfood,” or “dogfooding,” describes using your own product or service, generally as a process of testing something prior to launch. But dogfooding also represents a key opportunity to improve your customer experience delivery.

Posted by Dave G on 09 Jul 2023

Does using Net Promoter Score (NPS) lead you to growth?

At its simplest, Net Promoter Score is a single question based on a customer’s willingness to recommend a company. The use of Net Promoter Score (NPS) is now almost universal, yet many still challenge it's ability to drive business growth.

Posted by Dave G on 29 May 2023