You're on the path to Customer Experience Excellence!
Greetings, Customer Experience expert, or expert-to-be! We're so glad to have you.
Regardless of where you are in your own personal Customer Experience journey, we are here to help coach you to success in standing up your very own Customer Experience Program. Let's get started.
Where do I begin?
Our experience with launching CX programs for thousands of business has illuminated a clear path to wards building a business that is truly customer-centric: we call the tenets of this path the 7 Habits of Customer-Obsessed Businesses:
From day one, AskNicely provides you with all the tools you need to achieve these seven steps pretty much out of the box; our default account settings are configured to get you on the quickest path to success. Abiding by our time-tested, research-approved approach can be achieved in a matter of an hour or two with the support of our world-class Customer Success Team.
Sounds too good to be true...
Nope! Here is the counter-intuitive secret to establishing a successful CX program with AskNicely: When it comes to setting up your surveying strategy, starting out "Simple, Broad & General" vs. "Targeted and Specific" will always paint a clearer, fuller picture of where your Customer Experience excels and where it needs improvement.
Now, bear in mind that we are 100% ready to support you & help you achieve your business goals: you want to send SMS surveys? Sure, we can do that! Can we deliver surveys in your web application? Absolutely! Want to send surveys after a specific event, like an Onboarding Complete Date or a Support Ticket? Totally possible. However, with that said.....
Letting your customers lead the conversation is key.
Starting your Feedback-gathering process with these evergreen, perpetually relevant questions opens the floodgates for feedback, capturing responses from every point in your customer lifecycle. Taking this wide-angle level of insight will make your next tactical steps that much more obvious when it comes time to assess where your surveying strategy should go next.
Our customers that see the quickest and clearest value from AskNicely start with a "Touch Base" (aka "Relational") survey that sticks to the essentials. We do favor the classic NPS approach when you're starting out, which consists of the Ultimate Question, ("How likely are you to recommend us to a friend or colleague?"), followed by two questions: "Why did you give us this score?" and "Can you tell us how we can improve?"
Ok, so what are my next steps?
Love your enthusiasm! Just 3 key things to keep in mind:
1. We've found you can prretttttyyyy much anything you might want to do with AskNicely... but you don't need to do everything day one. At risk of sounding like a broken record, Broad & General is key to start. We'll help you along that path, but will point you in the right direction as needed.
2. CX programs take a minute to get up and running. Depending on how many surveys you are sending per day, it may take a while for your overall NPS/CSAT/5 Star score to level out. Typically, we find that when you hit 500 survey responses, your scores will have stabilized - we call the score at this moment the "baseline" Customer Experience score.
3. AskNicely will scale and adapt with you thanks to its flexibility... But just to reiterate one last time.... the more Broad & General your approach is to start, the more room you'll have to get Strategic & Tactical down the road. We always recommend starting simple, then adding more surveys and complexity when it is called for.
Ok! Next, we'd love to briefly walk you through some high-level "building block" AskNicely fundamentals and terminology in our Know Before You Go, Part 2 - Configuration Fundamentals guide.
If you'd prefer to skip right to the setup process, you can jump ahead to Know Before You Go, Part 3 -AskNicely Launch Guide to see the entire setup journey laid out for you.