You're on the path to Customer Experience Excellence!
Greetings, Customer Experience expert—or expert-to-be! We're so glad to have you on board.
Whether you're just beginning or already knee-deep in your Customer Experience (CX) journey, AskNicely is here to support you with coaching, tools, and a platform built to help you launch and scale your CX program.
🧭 Where Do I Begin?
After helping thousands of businesses launch successful CX programs, we’ve identified a clear roadmap toward becoming a truly customer-obsessed organization: the 7 Habits of Customer-Obsessed Businesses.
📘 Download the Coaching Playbook to guide your team through these steps.
AskNicely will meet you where you are—whether that’s capturing your first feedback to establish an NPS baseline or rolling out a robust, frontline-empowered program across multiple teams. Plus, our Customer Resource Hub is packed with blog content, tools, interviews, and real-world case studies to help you level up.
🌱 Start Small, Then Grow
When it comes to building your surveying strategy, keep it simple at the start. A broad, general approach gives you a wide-angle view of the customer experience across your business. We recommend beginning with just one survey in one business unit to better understand:
-
What your customers care about
-
What your team values
-
How to apply these insights to the next phase of rollout
No matter your goals—SMS surveys, in-app surveys, event-based sends like “Onboarding Complete” or “Support Ticket Closed”—AskNicely is ready to support you.
🗣️ Let Your Customers Lead the Conversation
Customer feedback should be centered on what your customers care about—not just what your business does.
Think about the service standards your customers expect from each interaction. These are the benchmarks you should measure against. AskNicely’s recommended format is:
-
NPS (or your chosen CX metric)
-
Why did you give us this score? (using selectable topics)
-
Open comment (for rich qualitative feedback)
We suggest surveying at key “moments of truth”—those critical points in the customer journey when impressions are freshest. You can also implement a recurring “Touch Base” (Relational) survey for broader, ongoing feedback. If you're unsure where to begin, our Customer Success team is always here to help.
🚀 Ok, So What Are My Next Steps?
Your AskNicely setup will follow three main phases:
1. Set Your Strategy
-
Define your CX goals.
-
Decide on your metric (NPS, CSAT, etc.), survey format, and delivery channel.
-
Our guides will walk you through these foundational decisions.
2. Configure Your Platform
-
Set up your AskNicely account to align with your strategy.
-
Use the Configuration Fundamentals Guide to follow each step.
3. Take Action
-
Measurement is important, but action drives improvement.
-
Use AskNicely Workflows, Dashboards, and Alerts to act on real-time feedback.
-
Your Success Coach is available to help you build and execute your plan.
🙋 Need Help?
Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!