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Tighter margins, higher stakes: The case for investing in customer loyalty
It’s no secret, 2025 is off to an eventful start with tariff uncertainty, nagging inflation, and global supply chains in flux. From retailers to the hospitality industry, these economic challenges hit margins hard and force business leaders to have tough conversations around pricing and budgets.

In this post, we make the case for investing in customer loyalty as a long-term strategy to protect revenue, reduce churn, and increase customer lifetime value.

The economics of customer loyalty

In a margin-squeezed economy, investing in customer retention is a far more efficient growth strategy than chasing new acquisition (important too!). In fact, retaining an existing customer can cost 5 to 25 times less than acquiring a new one.

Repeat customers are also significantly more valuable: in retail, they can generate 3–10 times the value of a first-time buyer, and in hospitality, they often spend more and drive referrals.

Just as important, reducing churn by even 5% can boost profits by 25% to 95%, making loyalty a critical margin-preserving tool in high-volume, low-margin industries like retail and hospitality.

Happy customers are willing to pay more

With price increases almost inevitable, loyalty offers another major advantage: price elasticity. When customers have a strong emotional connection to a brand, they become less price sensitive. They’re less likely to comparison-shop or abandon their cart over a small price difference, and more willing to pay a premium for the experience, reliability, and consistency they’ve come to trust.

Alchemer’s Research Solutions Team recently conducted a brand loyalty market research study and found that 80% of participants would be willing to pay more for a product or brand they love. That’s not just a nod to brand preference—it’s a bottom-line opportunity.

In retail, this translates to fewer markdowns, stronger margins, and higher average order values. In hospitality, it means guests who book directly, upgrade rooms, or return for repeat stays. Choosing your property again and again, even if you’re not the cheapest option in town. Ultimately, loyalty softens the blow of rising costs and turns price pressure into pricing power.

Loyalty and feedback go hand in hand

Loyalty doesn’t happen by accident. It’s built through intentional listening and consistent follow-through. In industries where customer expectations are high, and competition is fierce, feedback is your most direct and reliable line to what truly matters to your audience.

When you opt for structured, ongoing feedback loops, not just one-off surveys or occasional reviews, you move from guesswork to clarity. You uncover pain points before they escalate into churn. You surface unmet needs that, when addressed, turn a satisfied customer into a loyal advocate. And most importantly, you demonstrate that customer input isn’t just collected, it drives real change.

In a time when customers have more choices than ever, showing that you’re listening, and proving it through action, is one of the most effective ways to deepen loyalty and differentiate your brand.

How to invest in loyalty during challenging times

When margins are tight and resources are limited, the smartest loyalty investments are the ones that deliver clear, measurable impact. Alchemer gives organizations the tools to build meaningful, data-driven relationships with customers by turning feedback into action at every stage of the customer journey.
1. Meet customers where they are: With multi-channel feedback tools, you can collect insights across every customer touchpoint—whether it’s a mobile checkout survey, an in-app feedback prompt, a kiosk at checkout, or a post-stay email. From web and mobile to SMS and email codes, Alchemer makes it easy to gather feedback in the moments that matter most.
1. Go from insights to action, fast: Alchemer’s end-to-end platform allows brands to not only collect data but route it to the right teams instantly. With integrations into CRMs, marketing automation, and support tools, feedback doesn’t just sit, it powers real decisions and real change.
1. Optimize loyalty programs with real-time input: Loyalty programs only work when they evolve with your customers. With the right mobile feedback tools, it’s easy to meet customers in the moment, whether they’ve just completed a purchase, redeemed a reward, or stayed at your property. These real-time insights help you refine rewards, remove friction, and deliver the experiences your customers actually want, keeping them loyal and active.
Ready to see how Alchemer can help? Request a demo or read how we can help you build a brand health tracking program!
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22/04/2025
How Non-Profits Can Leverage Feedback for Impact
For non-profits, every dollar and every decision counts. Maximizing impact while staying within budget requires organizations to listen closely to donors, volunteers, beneficiaries, and community members. The most successful non-profits use feedback to shape their programs, improve operations, and build stronger relationships with each of those critical stakeholder groups.

By adopting a feedback-driven approach, non-profits ensure that their initiatives remain aligned with community needs and donor priorities. Here’s how non-profits use feedback to do more and drive their mission forward:

1. Use feedback to improve program delivery

A non-profit’s programs define its mission and influence its impact. But how do organizations ensure that their services truly meet the needs of the people they aim to serve? The answer lies in continuous feedback:
- Beneficiary Input: Direct feedback from the communities you serve is invaluable. Conducting regular surveys and focus groups helps identify gaps in services and ensures programs remain relevant and effective.
- Volunteer Insights: Volunteers are often on the front lines of service delivery. Their experiences provide important perspectives on how programs can be improved.
- Donor Expectations: Understanding what motivates donors to give can help tailor fundraising campaigns and ensure transparency in impact reporting.
- Enhance Digital Experience: Gathering feedback on digital interactions allows non-profits to improve their websites, apps, and online donation processes, ensuring a seamless experience.
2. Use feedback to improve operations

With potentially limited resources, non-profits must find ways to streamline operations without sacrificing service quality. One of the best ways to achieve this is by leveraging automation and internal feedback:
- Automated Surveys and Data Collection: Using automated tools to gather feedback from beneficiaries, volunteers, and donors saves time and ensures a steady flow of input.
- Optimize Volunteer Coordination: Feedback often reveals pain points in the volunteer experience, helping non-profits improve scheduling, training, and engagement efforts.
3. Strengthen donor and community trust

Trust and transparency are critical for non-profits. By regularly engaging with donors and the community, organizations build long-lasting relationships and encourage ongoing support. Non-profits also handle sensitive donor, volunteer, and beneficiary information, making data security and compliance with privacy regulations crucial for maintaining trust.
- Improve Fundraising Strategies: Understanding donor preferences through surveys helps tailor fundraising campaigns, leading to better participation and support.
- Ensure Compliance and Data Security: Use a secure feedback platforms that meets industry standards to ensure anonymity when promised, and maintain transparency about how collected data will be used.
4. Use feedback to tell your story

Many non-profits use feedback not just to improve operations but also to share powerful stories. Collecting testimonials from beneficiaries and volunteers allows organizations to create compelling narratives that inspire donors and supporters. A well-told impact story, backed by real feedback, can drive more engagement and financial contributions.
- Highlight Real Experiences: Collect direct quotes and testimonials from beneficiaries to illustrate the real-world impact of your programs.
- Use Data to Support Stories: Combine emotional storytelling with data-driven insights to build credibility and demonstrate measurable outcomes.
5. Make Feedback Collection a Continuous Process

One-time feedback collection is helpful, but the best non-profits build ongoing feedback loops into their operations. This means regularly checking in with stakeholders, identifying patterns in responses, and making iterative improvements based on real data.
- Use Multiple Channels: Make it easy for stakeholders to provide feedback through surveys (sent via email or SMS), focus groups, social media, and one-on-one conversations.
- Act on Feedback Quickly: When people see their input leads to real changes, they are more likely to continue engaging.
- Measure and Report Progress: Track feedback trends over time and share the improvements made based on stakeholder input. After making improvements or changes, close-the-loop with respondents who helped make those improvements possible.
What to look for in your feedback platform

The success of the five strategies above depends on choosing the right feedback platform. When selecting a feedback platform for your non-profit, it’s important to choose a tool that is user-friendly, adaptable, and capable of delivering actionable insights. Here’s what to look for:
- Easy Survey Creation and Customization: The right platform lets you create branded, customized surveys quickly and easily. With Alchemer, you can design surveys without any technical expertise and get help from experts when needed to analyze results.
- Diverse Question Types: Look for a platform that offers a variety of question types to collect richer data. Alchemer, for instance, provides over 40 options, including Likert scales, Net Promoter Scores® (NPS®), and the ability to collect files and images, helping you gather both quantitative and qualitative feedback.
- Personalization for Specific Audiences: Personalizing surveys ensures you engage each audience in a meaningful way. Features like multilingual surveys, pre-populated answers, anonymous responses, and survey logic create a more relevant experience for every respondent.
- Integrations: Choose a platform that integrates easily with your existing tools, such as donor management systems, CRM platforms, or project management software. Alchemer offers numerous pre-built integrations helping you connect feedback data with your current systems for seamless analysis.
Conclusion

By consistently gathering feedback from staff, volunteers, donors, and communities, non-profit organizations can pinpoint areas for growth and make informed decisions that drive greater impact.

From donor engagement to volunteer satisfaction, community involvement, and program effectiveness, Alchemer provides the tools you need to ensure your non-profit thrives. With decades of experience supporting organizations like yours, we’re here to help you make a lasting difference.

Learn more about how we can support your mission by visiting our non-profit solutions page.
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21/04/2025
6 Essential Omnichannel Feedback Channels for Success
This post references our latest e-guide, “Customer Feedback is Everywhere: The Ultimate Guide to Omnichannel Feedback Collection”. You can read the full (and free) e-guide, here!

Customer feedback is the backbone of growth, helping organizations refine their products, enhance customer experiences, and strengthen customer relationships. By moving beyond a single feedback channel and embracing omnichannel, organizations gather the insights necessary to make data-driven decisions across every department

Here are six core customer feedback channels that organizations should think about when developing their omnichannel feedback strategy.

1. Traditional online surveys: a structured approach to feedback

Survey sent via email or SMS remain a cornerstone of feedback collection. Businesses segment their audience and send personalized surveys to ensure relevant and actionable insights. These surveys delve deep into customer satisfaction, preferences, and concerns. Follow-up emails encourage participation while thank-you messages reinforce the value of customer input, fostering engagement and trust.

2. Mobile apps: capturing feedback in real-time

Mobile apps are not just platforms for service; they also serve as direct channels for feedback collection. In-app surveys and feedback prompts seamlessly integrate into the user experience. They encourage users to share their thoughts in real time. In-app feedback channels help organizations capture immediate customer reactions to features, usability, and overall satisfaction.

3. Websites: interactive feedback at key touchpoints

Surveys, prompts, and message centers embedded on websites are key touchpoints for engaging with customers and collecting feedback. These feedback tools help organizations address aspects such as the shopping experience, product satisfaction, and user experience. Using feedback tools like pop-up surveys or forms during or after key website experiences provides valuable insights. These insights help organizations improve their website experience and resolve potential pain points.

4. Chatbots and message centers: real-time engagement and insight

Chatbots and message centers facilitate real-time interactions between customers and organizations. These tools not only help customers get immediate assistance but also provide valuable opportunities for collecting feedback. By analyzing chat transcripts and feedback prompts within these interactions, organizations gain insights into common customer questions, satisfaction levels, and areas for improvement.

Social media platforms like Facebook, X, Instagram, and B2B review sites offer rich sources of unsolicited feedback. Customers frequently share their experiences and opinions organically, providing rich insights into brand perception. Social listening and feedback analysis tools help organizations monitor mentions, hashtags, and sentiments across these platforms. This allows them to respond promptly and engage with customers effectively.

6. App store reviews: see ratings and feedback over time

App store reviews are crucial for understanding user satisfaction with mobile apps. Customers share their experiences through ratings and written feedback, which highlights an app’s strengths and weaknesses. Organizations monitor app store feedback to identify recurring issues, recognize positive experiences, and engage with users by responding to reviews, demonstrating that their input is valued.

Continue reading

With all-in-one feedback platforms enabling collection across multiple channels, omnichannel feedback is now more critical, accessible, and impactful than ever.

Want to continue learning about omnichannel feedback? Download our new e-guide, “Customer Feedback is Everywhere: The Ultimate Guide to Omnichannel Feedback Collection”.

In this guide we:
- Explore the concept of omnichannel feedback and discover how to effectively collect and analyze customer feedback across various channels.
- Dive into the challenges and opportunities presented by a changing feedback landscape.
- Identify what strong omnichannel feedback programs look like and discuss the benefits these programs provide to organizations.
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20/04/2025
How to Avoid the Perils of Short-Term Thinking For Long-Term Success

Opinions expressed by Entrepreneur contributors are their own.

At my company, Jotform, our intern program is serious business.

When a new class of interns signs on to work with us, their first week is spent in training, getting them up to speed on who we are, what we do and how we do it. Then, we team them up with experienced staff and get them working on their own projects. By the time they depart our offices to return to the classroom, we’ve planted the seeds to make them successful employees.

Working with interns is a time- and resource-consuming proposition. But it’s also an investment. Some of our best employees are former interns; standout workers who we knew had the potential to learn and grow into bigger roles.

Sometimes, it might be easier to hire candidates with the experience we’re looking for. To me, that’s a prime example of short-term thinking, a mindset that can seriously harm your company in the long run. By nurturing young employees, we not only save money on recruiting a prestige hire that may or may not work out; we also develop the talents of someone we already know we want on our team.

Too often, though, leaders go with the easier-sounding option; the one that sounds most appealing right now. Here’s why that’s a mistake.

Related: Why Long-Term Strategic Planning is the Lifeline Your Business Needs Right Now

Focus on sustainable growth

If your company, like mine, is built around Software as a Service (SaaS), building a subscriber base requires a lot of time — and a lot of happy customers — to reach sustainability. This is one of the hazards of taking outside investment — it creates the illusion of success without actual organic growth.

The cautionary tale that looms largest in my mind is that of Theranos, the doomed blood-testing startup that was valued at $9 billion. Theranos was subsumed by hype, but in the end, the technology the company was theoretically built around didn’t even exist. Eventually, Theranos evaporated into a giant cloud of fraud allegations and even a lengthy prison sentence for its founder, Elizabeth Holmes.

Theranos is an extreme case of VC funding gone awry, but it does show what can happen to a founder under extraordinary pressure to produce results quickly, and the mirage of success that VC funding can create.

Rather than taking outside funding, I advocate for bootstrapping. It’s less glamorous, sure, but it also fosters real, sustainable growth, enables innovation and builds resilience. Most importantly, you have the freedom to operate on your own timeline, gather user feedback and focus on developing a product that really works.

Related: Focusing on Speed When Building Your Company is a Mistake. Here’s Why.

Beware of the scarcity mindset

Short-term thinking doesn’t just come from a desire for instant gratification. It can also come from fear.

In particular, the scarcity mindset, an idea developed by Princeton University psychology and public affairs professor Eldar Shafir and Harvard University economist Sendhil Mullainathan, explains how having limited resources — be it time, capital, etc. — narrows our mental bandwidth, creating a tunneling effect that allows only the space to focus on short-term goals.

“Every psychologist understands that we have very limited cognitive space and bandwidth,” Shafir explained. “When you focus heavily on one thing, there is just less mind to devote to other things.”

Founders, especially in the early days of starting a business, are constantly at risk of developing a scarcity mindset. After all, who ever really feels like they have enough resources? But the consequences of caving to scarcity can be grave: Short-term thinking not only stifles creativity, it can lead to knee-jerk, ill-conceived decisions you wouldn’t have made if you were thinking clearly.

Don’t let a scarcity mindset become a self-fulfilling prophecy. Instead, practice cultivating an abundance mindset. A great place to start is by focusing not on what you don’t have, but on what you do. If you’re a bootstrapped founder, you have the greatest of all resources: Time. Give yourself the luxury of trying out different ideas, and not beating yourself up if they don’t work out the way you hoped. The best ideas come from experimentation.

Remember also that change is incremental, so don’t assume you can overhaul your way of thinking in a single day. Pick one area in which you feel like a scarcity mindset is holding you back, and start there.

Related: This Is How Thinking About Abundance Has Helped Me Build a Success Mindset

Envision the future

Short-term thinking is an easy trap when the future seems so theoretical. Maybe you love pizza — sure, you know it’s not great for your health. But when presented with the opportunity to enjoy eating it today, your future self has a way of dimming from view.

Researchers have found that those with the ability to see and empathize with their future selves possess the quality of “self-continuity.” In other words, if you can see your future self as clearly as your present self, you’re more likely to make decisions that are beneficial in the long term.

So how do you make the future seem less abstract? Try conducting a self-interview. You can do this by envisioning sitting down with your Future Self, and asking them where they would advise your Present Self to focus your time and attention. What do you want to accomplish in 10 years from now? In 20 years? In 50 years? By identifying these long-term goals, you can start to plan accordingly in the present.

It’s easy to fall into the trap of short-term thinking. But by focusing on sustainable growth, practicing an abundance mindset and making the future as tangible as the present, you can make decisions that will serve you in the long run and keep your business growing for years to come.

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20/04/2025
Master Multi-Location Feedback for Consistent CX

For businesses operating across multiple locations, customer feedback is a crucial asset in maintaining consistent service quality, meeting the unique needs of different customers, and staying ahead of competitors. Industries such as financial services, retail, and hospitality all rely heavily on real-time insights to manage customer experiences across regional, national, or global markets.

In this blog, we’ll explore the unique feedback needs of multi-location businesses, the challenges they face, and how Alchemer provides innovative solutions to help organizations collect, analyze, and act on customer insights across multiple locations.

The unique feedback needs of multi-location organizations

Financial services

For financial institutions, maintaining service excellence across branches requires a strategic approach to feedback collection. Banks and credit unions must track branch performance metrics, ensuring service consistency across digital and in-person channels.

A deep understanding of regional customer and member satisfaction trends enables institutions to fine-tune offerings, optimize branch operations, and enhance digital banking experiences. Additionally, benchmarking service quality across locations provides critical insights for improving customer retention and competitive positioning.

Retail

Retailers operate in a dynamic environment where customer sentiment directly influences revenue and brand loyalty. Store-level feedback is essential for assessing service quality, inventory management, and regional shopping behaviors. Analyzing purchasing trends and promotional effectiveness across locations allows businesses to refine marketing strategies and optimize product availability. By leveraging localized insights, retailers can personalize customer experiences, enhance operational efficiency, and drive sustained growth.

Hospitality

Hotels, resorts, and restaurant chains need structured feedback mechanisms to monitor service quality at each location. Managing online reviews and reputation is equally critical, as digital word-of-mouth significantly impacts booking rates and brand perception. By proactively addressing guest feedback and regional preferences, hospitality businesses can enhance customer satisfaction, drive repeat business, and strengthen brand loyalty.

The challenges of multi-location feedback (and how Alchemer helps solve them)

1. Connecting feedback channels

Multi-location businesses often receive feedback from multiple sources: in-store, online surveys, call centers, social media, and third-party review sites. Managing these fragmented channels and feedback systems can be complex, inefficient, and expensive. According to CMS Wire, 38% of organizations struggle with fragmented customer data.

Alchemer streamlines this process by consolidating all feedback collection into a single, comprehensive platform that integrates with your other business systems.

2. Distributing surveys across digital and in-person channels

Alchemer empowers businesses to capture feedback at every customer touchpoint, ensuring no valuable insights are missed.

Whether through SMS, email, QR codes, in-app surveys, website pop-ups, or in-person kiosks, Alchemer enables businesses to engage customers wherever the interaction occurs and in the most convenient way for them.

This flexibility improves response rates and gives businesses a comprehensive view of customer sentiment, enabling them to make holistic improvements to the customer experience across locations.

In fact, companies running omni–channel strategies experience customer satisfaction that is 23 times higher, highlighting the importance of capturing feedback across multiple channels

3. Consistent feedback collection

Manual and inconsistent data collection across locations lead to unreliable insights and data gaps. Alchemer automates survey distribution and response collection, ensuring standardized data across all business locations. Customizable workflows streamline the feedback process, automatically triggering surveys based on customer interactions and routing responses to the right teams for immediate action.

Additionally, seamless integrations with CRM, ERP, and customer support platforms, such as Salesforce, Microsoft Dynamics, and Zendesk, ensure that feedback flows directly into the systems your teams already use.

Alchemer’s automation features and integrations reduce administrative burdens, and enable real-time, high-quality data collection across business locations.

4. Translating data into actionable insights

Collecting feedback alone does not drive business growth—it’s the insights derived from that feedback that matter. Alchemer Pulse leverages AI to sift through vast amounts of feedback, turning noise into valuable insights.

By instantly analyzing open-text responses across all channels, Pulse identifies key trends and prioritizes the most critical issues. Custom dashboards, real-time sentiment tracking, and automated alerts empower businesses to take action faster and more effectively. With location-based drill-down capabilities, organizations can pinpoint where specific issues are occurring, enabling targeted improvements and more precise decision-making.

Conclusion

A structured, technology-driven approach to feedback is essential for businesses looking to maintain high standards across all locations. Alchemer empowers organizations in financial services, retail, and hospitality to collect, analyze, and act on feedback seamlessly.

Ready to elevate your multi-location feedback strategy? Contact Alchemer today to learn how you can turn customer insights into impactful business decisions.

Not quite ready to talk? Check out these resources:

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20/04/2025
You and Your Kids Can Develop Future-Proof Tech Skills for Only $56

Disclosure: Our goal is to feature products and services that we think you’ll find interesting and useful. If you purchase them, Entrepreneur may get a small share of the revenue from the sale from our commerce partners.

Data storytelling will account for 75% of all data consumed by 2025, according to research and advisory firm Gartner. This is the process of using narration and visualization to communicate insights your data provides. It’s gained popularity because it’s so effective for businesses that make data-driven decisions based on complex information.

Still, approximately 75% of the data that companies collect remains unused because the technique isn’t widespread. Now, you can develop future-proof tech skills with the Microsoft Visual Studio Professional 2022 + The Premium Learn to Code Certification Bundle while it’s on sale for just $55.97.

Microsoft Visual Studio Professional 2022 has a perfect 5 out of 5 stars rating on Microsoft Choice Software because you can type less while coding more with IntelliCode, enjoy the deep insights CodeLens provides from your code, use Live Share for seamless collaboration, and so much more.

You don’t have to be intimidated because so many of these courses are designed for novices, such as Learn to Code with Python 3, C++ for Absolute Beginners, Java Programming for Complete Beginners,

MySQL & SQL for Beginners and 2024 Complete Ruby on Rails 6 Bootcamp. You’ll also be very hands-on with The Complete Python Course: Learn Python by Doing and Computer Vision & Deep Learning with OpenCV and Python: Build 15 Projects.

Get a handle on artificial intelligence with the CHATGPT Series: OPENAI Fundament, or dive into the Internet of Things with Google Assistant Automation IoT Development. Develop skills for major tech players in Salesforce in Salesforce Platform App Builder Certification Training and ChatGPT for Salesforce Development.

Children love learning new things when the process is fun, and this bundle offers a chance to help your children develop high-demand skills for the future with The Game Development and Coding for Kids module. It’s designed to unleash your kid’s creativity and imagination, introducing them to real programming in a way that’s truly simple and genuinely fun. The course is presented by Zenva, a leading education platform offering world-class training in coding, AI skills, and game creation to over 1 million learners. It’s a huge favorite, rated 4.9 out of 5 stars by previous students.

Get the Microsoft Visual Studio Professional 2022 + The Premium Learn to Code Certification Bundle while the price has dropped to $55.97 from $64.99.

StackSocial prices subject to change.

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20/04/2025
Break Down CX Data Silos for Company-Wide Impact
The blog post references our new e-guide, “The Tech Company’s Blueprint to Leveling-Up Customer Experience”. To access the free e-guide, click here.

Customer experience (CX) is too often seen as the responsibility of just one department—usually customer success, service, or experience teams. But the reality is that CX insights impact every part of a tech company, from product development to marketing to executive decision-making.

When customer insights remain trapped within specific departments, other teams miss out on valuable feedback that could inform their strategies. To truly harness the power of CX, software companies must break down these silos and ensure that insights flow seamlessly across all teams.

Why breaking down CX data siloes matters

When teams operate in silos, they miss out on key information that could improve their decision-making. Here’s what happens when customer feedback is not widely shared across the company:
- Product teams might not hear about common usability complaints until they become major churn risks.
- Marketing teams could miss opportunities to highlight features customers love (or to address messaging gaps).
- Sales teams lack insights into why prospects hesitate to buy—or why they churn later.
- Executives struggle to measure the real impact of CX investments on retention and revenue.
By making CX a company-wide responsibility, businesses can proactively enhance the customer journey, instead of reacting to problems after they escalate.

Start here: Sharing feedback across teams

Breaking down data siloes starts with ensuring CX insights flow across the organization in structured, actionable ways. Here’s how to get started:

1. Secure buy-In from leadership

If CX insights are stuck at the bottom of the organization, change won’t happen. Leadership must champion customer feedback as a key business driver—not just a support metric.
- Position CX as a revenue driver by correlating improvements with retention, expansion, and revenue growth.
- Involve executives in reviewing customer insights regularly.
- Tie CX metrics to company-wide KPIs to make them part of performance evaluations.
2. Assign a CX champion

To prevent feedback from getting lost, designate a CX data champion (or team) to:
- Oversee customer insight distribution across the company.
- Ensure feedback is routed to the right teams at the right time.
- Act as a bridge between departments to keep everyone aligned.
3. Identify key stakeholders in every department

Each team in a tech company benefits from CX data in different ways:
- Product teams need usability, feature request, and bug-related insights.
- Marketing teams need feedback on messaging clarity, brand perception, and differentiation.
- Sales teams need insights into friction points, dealbreakers, and purchase drivers.
- Support teams need real-time feedback to optimize responses and reduce ticket volumes.
By identifying key stakeholders and customizing feedback for their needs, CX becomes more relevant and actionable across teams.

4. Establish a single source of truth

Customer feedback should live in one centralized location—not scattered across emails, spreadsheets, or standalone reports.
- Ensure all departments have access to feedback insights.
- Standardize how feedback is categorized to make analysis easier.
5. Standardize feedback distribution processes

To make feedback accessible and actionable, set up structured ways to distribute it:
- Weekly or monthly CX reports summarizing key trends.
- Automated alerts for urgent issues (e.g., negative NPS responses, churn risk).
- Dashboards that allow teams to track insights in real-time.
- A structured process prevents valuable feedback from getting lost in a sea of data.
Continue reading

When customer insights are accessible to every team, tech companies create more intuitive products, craft compelling marketing messages, close more deals, and build lasting customer relationships.

However, making CX a company-wide priority requires the right strategy and tools. Whether you’re building your CX program from the ground up or looking to take it to the next level, “The Tech Company’s Blueprint to Leveling-Up Customer Experience,” provides a step-by-step framework for collecting customer insights and turning them into actionable improvements.

📥 Download the e-guide now to transform your customer experience strategy and drive measurable business impact. Click here to get your free copy!
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19/04/2025
Build the Perfect Watchface for Your iPhone Home Screen With Tinker

The app makes it easy to create a face. You can use your own images to design the hands, background, centerpiece, and more to make it unique. Even if you don’t have any images in mind, you can select from a wide variety of pre-made options in the library.

In just a few minutes, I was able to create a beautiful timepiece for my home screen.

As a fun plus, all of the widgets you create with the app can also be used in the iPhone StandBy mode.

Tinker is a free download now on the App Store for the iPhone.

There is an optional, one-time in-app purchase of $4.99. That will allow you to create unlimited watchfaces instead of the maximum of two with the free version.

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19/04/2025
Resident Evil 3 Lands on the App Store for iPhone, iPad, and Mac

Here’s the official description of the game, which was originally released on consoles in 2020:

A series of strange disappearances have been occurring in the American Midwest within a place called Racoon City. A specialist squad of the police force known as S.T.A.R.S. has been investigating the case, and have determined that the pharmaceutical company Umbrella and their biological weapon, the T-Virus, are behind the incidents—though they’ve lost several members in the process. Jill Valentine and the other surviving S.T.A.R.S. members try to make this truth known, but find that the police department itself is under Umbrella’s sway and their reports are rejected out of hand.

However, soon reports of a grisly “cannibal virus” begin to surface, and vicious dogs begin roaming the streets. With the viral plague spreading through the town and to her very doorstep, Jill is determined to survive.

However, unbeknownst to Jill, an extremely powerful pursuer has already been dispatched to eliminate her.

While you can play the game on the touchscreen, Capcom recommends you use a controller.

 Resident Evil 3 is a free download now on the App Store. You can play a limited part of the game.

To unlock the entire game, you’ll need to make an in-app purchase. Until April 16, that’s just $9.99. You can also make a $1.99 in-app purchase to unlock all in-game rewards.

You’ll need an iPhone 15 Pro or later to play on iPhone. On the iPad, you’ll need a tablet with an M1 chip or later, or the current-generation iPad mini. For a Mac, you’ll need an M1 chip or later.

One purchase will unlock the game on all three platforms. You can also start playing on one device and pick up right where you left off on another.

Finally, the game will take up 31GB of space on your device.

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18/04/2025
Why an omnichannel approach to customer feedback is critical for tech companies
For tech companies, customer feedback is an always-on faucet—flowing through surveys, reviews, in-product interactions, and website engagement. The problem? This feedback is often scattered across different channels, making it hard to piece together a cohesive picture of what customers really think and feel.

The key to overcoming these challenges? An omnichannel feedback strategy that consolidates all customer touchpoints into one comprehensive view, allowing teams to make informed, data-driven decisions that truly reflect customer needs and sentiments.

Here are three reasons why an omnichannel approach is the right one for software and technology companies:

This post references our latest e-guide, “The Software Industry’s Guide to Collecting Customer Feedback”. You can read the full (and free) e-guide, here!

1. See a complete view of the customer journey

In the software and tech industry, customers don’t interact with your company in a straight line. They might begin with an online search, move to reading app reviews, engage with your product through an in-app feature, and finalize their decision through a support chat or social media conversation.

Omnichannel feedback allows tech companies to capture insights from every interaction, creating a 360-degree view of the customer journey. In fact, 73% of customers use multiple channels throughout their entire purchasing journey, and that’s something software companies can’t afford to ignore.

A robust understanding of customer experience enables tech companies to identify friction points, understand user preferences, and deliver highly personalized experiences at every stage of their customer journey.

2. Resolve customer issues faster

Omnichannel feedback isn’t just about gathering insights; it’s about responding to them quickly. Rather than waiting for formal complaints to come in, tech companies can use real-time feedback from social media, app reviews, NPS responses, and other sources to spot issues as they arise. This allows them to identify pain points in the user experience before they escalate into bigger problems.

By addressing issues proactively, software companies can prevent negative customer experiences from damaging their reputation, ensuring customer satisfaction stays high. Fast issue resolution also strengthens your brand’s image as a responsive, customer-centric company.

3. Find insights that empower CX improvements

Today’s customers expect to feel heard, no matter where or how they choose to interact with your brand. Whether they’re submitting feedback via a support chat, posting about their experience on social media, or engaging with your app, it’s essential to collect feedback from all those touchpoints to gain a broader, more nuanced view of their needs.

For example, a software company that receives consistent in-app feedback about a specific feature, such as navigation issues within their mobile app, can act swiftly to improve it. Let’s say users report difficulty accessing certain functions like settings or support. By collecting detailed feedback through surveys or targeted prompts, as well as examining usage data, product teams can directly address these issues in the next update.

Acting on feedback in a timely manner shows customers that their opinions are valued and leads to increased trust, loyalty, and retention. Over time, this proactive approach translates to better customer experiences and a higher lifetime value.

Continue reading

Don’t let limited insights hold you back. Unlock the full potential of customer feedback! Download our new e-guide, “The Software Industry’s Guide to Collecting Customer Feedback”.

In this guide we:
- Dive into the challenges of managing feedback across multiple channels and how an omnichannel approach brings everything together.
- Showcase real-world examples of how tech companies are leveraging customer feedback to drive product innovation, boost retention, and optimize digital experiences.
- Highlight key features to look for in a customer feedback platform, including integration capabilities, ease of use, and real-time insights.
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17/04/2025