https://www.customerhero.com/blog Discover the latest news and announcements from CustomerHero en-us https://www.customerhero.com/blog/the-end-of-sms-links-how-rcs-is-changing-the-game-in-customer-experience-research https://www.customerhero.com/blog/the-end-of-sms-links-how-rcs-is-changing-the-game-in-customer-experience-research Mon, 13 Apr 2026 00:00:00 GMT Are you sending satisfaction surveys via SMS, only to watch your Response Rates steadily decline? You're not alone. The SMS channel, despite its massive reach, has become a victim of its own popularity and... lack of security. Fortunately, a solution is on the horizon that combines the reach of SMS with the interactivity of a mobile app. It's time to get to know RCS. https://www.customerhero.com/blog/future-of-voice-of-customer-programs-changes-2026 https://www.customerhero.com/blog/future-of-voice-of-customer-programs-changes-2026 Wed, 17 Dec 2025 00:00:00 GMT For years, VoC programs have focused on listening. Teams sent surveys, tracked scores and shared reports. That work still matters, but expectations are changing. Companies no longer want feedback just to understand customers. They want feedback that helps them decide next business moves. The future of VoC will be all about action, culture and relevance. Keep reading to learn about the 6 biggest changes shaping what VoC will become in 2026. https://www.customerhero.com/blog/top-5-retail-customer-experience-mistakes https://www.customerhero.com/blog/top-5-retail-customer-experience-mistakes Fri, 14 Nov 2025 00:00:00 GMT We analyzed 1.2 million Google reviews from over 16,000 stores across 27 European countries to uncover the top factors making or breaking the customer experience (CX) in retail for 2025. The core finding is clear: customers demand a retail experience that’s efficient, simple and human. And when brands fail to deliver, shoppers are quick to switch. Keep reading to discover the 5 biggest CX mistakes non-food retailers are making right now - and the exact steps to fix them before they cost you loyalty and revenue. https://www.customerhero.com/blog/digital-accessibility-surveys-customerhero-wcag https://www.customerhero.com/blog/digital-accessibility-surveys-customerhero-wcag Fri, 24 Oct 2025 00:00:00 GMT When we embarked on the journey toward digital accessibility at CustomerHero, one thing was clear: it wasn’t about ticking off items on a WCAG checklist. It was about genuinely enhancing every user’s experience. Every single user. https://www.customerhero.com/blog/turning-voice-of-customer-into-growth-from-feedback-to-actionable-roadmaps https://www.customerhero.com/blog/turning-voice-of-customer-into-growth-from-feedback-to-actionable-roadmaps Tue, 21 Oct 2025 00:00:00 GMT Many organizations collect large volumes of customer feedback - through surveys, support tickets, online reviews, and social media - yet business decisions and product development often remain disconnected from real customer needs. They have online reviews, survey responses, support tickets, and social media comments, yet their product roadmaps remain disconnected from what customers actually want. https://www.customerhero.com/blog/voice-based-feedback-how-customers-are-talking-their-way-to-better-experiences https://www.customerhero.com/blog/voice-based-feedback-how-customers-are-talking-their-way-to-better-experiences Tue, 22 Jul 2025 00:00:00 GMT Every day, frontline ops managers, store directors, and CX leads in retail and hospitality wrestle with the same problem: how to turn tiny customer moments into decisions that matter. Picture a shopper opening your app after checkout. Instead of pecking through a clunky form, they tap a button and simply talk. Voice‑based customer feedback captures real sentiment in under 30 seconds. It helps operations, marketing, and service teams spot issues early—think slower self‑checkout or a product that keeps going out of stock—so they can lift CSAT and NPS and make faster, data‑backed calls across the business. https://www.customerhero.com/blog/how-real-time-feedback-boosts-guest-satisfaction-across-restaurant-chains https://www.customerhero.com/blog/how-real-time-feedback-boosts-guest-satisfaction-across-restaurant-chains Mon, 14 Jul 2025 00:00:00 GMT Explore CustomerHero’s Q1 2025 deep dive into millions of Google Maps reviews from leading Asian, sandwich, pizza, and seafood restaurant chains. Discover four universal drivers of guest satisfaction: visibility, consistency, personalization, and engagement. Learn practical voice of customer strategies to turn every review into a powerful engine for growth for your brand. https://www.customerhero.com/blog/service-recovery-paradox-explained https://www.customerhero.com/blog/service-recovery-paradox-explained Thu, 20 Mar 2025 00:00:00 GMT As customer experience professionals, we know that mistakes happen. Even the best brands aren’t immune to missteps, and let’s be honest—customers aren’t afraid to let us know when something goes wrong. But here’s the real insight: how you respond to those mistakes can make or break customer loyalty. This is where the Service Recovery Paradox (SRP) comes into play. https://www.customerhero.com/blog/qsr-burger-benchmark-2025-top-usa-fast-food-chains-ranked-by-customer-experience https://www.customerhero.com/blog/qsr-burger-benchmark-2025-top-usa-fast-food-chains-ranked-by-customer-experience Wed, 05 Feb 2025 00:00:00 GMT Discover how 35+ U.S. burger chains rank on customer experience in the QSR Burger Benchmark 2025. Based on 1M+ Google reviews and AI sentiment analysis. https://www.customerhero.com/blog/customer-journey-map-how-to-create-them-easily https://www.customerhero.com/blog/customer-journey-map-how-to-create-them-easily Tue, 21 Jan 2025 00:00:00 GMT Understanding your customers’ experiences can elevate your business from good to great. Customer journey mapping, a powerful visual tool, uncovers every interaction customers have with your brand, highlighting pain points and opportunities for improvement. Recent data reveals that companies using these maps see a 54% increase in marketing ROI and a 90% drop in complaints. These insights enhance customer satisfaction and loyalty, align your teams, and personalize interactions, driving growth and success in previously unimagined ways. https://www.customerhero.com/blog/how-to-build-a-successful-closed-loop-feedback-system https://www.customerhero.com/blog/how-to-build-a-successful-closed-loop-feedback-system Tue, 21 Jan 2025 00:00:00 GMT Customer feedback isn’t just about ratings and comments; it’s a treasure trove of insights that can transform into actionable strategies. Companies that excel don’t merely listen to their customers—they actively engage with them, turning every piece of feedback into an opportunity for growth and improvement. A successful closed-loop system enhances the customer experience, drives innovation, strengthens brand loyalty, and boosts the bottom line. Learn how to harness the power of feedback, close the loop, and unlock your business’s full potential. https://www.customerhero.com/blog/how-to-understand-and-manage-customer-expectations https://www.customerhero.com/blog/how-to-understand-and-manage-customer-expectations Tue, 21 Jan 2025 00:00:00 GMT In the fiercely competitive marketplace of today, businesses must grasp and manage customer expectations with precision. Customers are not just looking for products or services; they crave experiences that resonate with their needs and values. The ability to meet these expectations often spells the difference between securing loyal customers and grappling with continual dissatisfaction. https://www.customerhero.com/blog/importance-and-methodology-of-the-voice-of-the-customer https://www.customerhero.com/blog/importance-and-methodology-of-the-voice-of-the-customer Tue, 21 Jan 2025 00:00:00 GMT In a competitive marketplace, understanding customers' feelings, needs, and preferences is crucial for success. This understanding, known as the Voice of the Customer (VoC), goes beyond collecting feedback; it's essential for a customer-focused strategy that drives innovation and boosts satisfaction. This article highlights the significance of VoC and the methods businesses can use to gather and act on valuable customer insights. https://www.customerhero.com/blog/ways-to-prevent-acquiescence-bias-in-customer-feedback https://www.customerhero.com/blog/ways-to-prevent-acquiescence-bias-in-customer-feedback Tue, 21 Jan 2025 00:00:00 GMT Collecting customer feedback is essential for market research and businesses looking to improve their products and services, enhance customer experiences, and build lasting customer relationships. However, acquiescence bias presents a subtle yet significant challenge when analyzing customer feedback. This article will explore the nuances of acquiescence bias in survey research and provide practical strategies to mitigate its impact. https://www.customerhero.com/blog/how-to-improve-your-google-maps-reputation https://www.customerhero.com/blog/how-to-improve-your-google-maps-reputation Mon, 20 Jan 2025 00:00:00 GMT Have you ever wondered how Google Maps improves reputation for businesses of all sizes? Whether you’re a small local shop or a large chain, your Google Maps profile plays a crucial role in shaping how customers perceive your brand. https://www.customerhero.com/blog/pillars-of-b2b-customer-experience-cx-in-saas https://www.customerhero.com/blog/pillars-of-b2b-customer-experience-cx-in-saas Mon, 20 Jan 2025 00:00:00 GMT Forget everything you know about customer experience (CX)—especially if you’re thinking about it through a B2C lens. In the world of B2B SaaS, CX is a different beast entirely. It’s not about quick wins or one-off purchases; it’s about building long-term partnerships, earning trust, and understanding the complexities of business needs. https://www.customerhero.com/blog/how-to-predict-customer-behavior https://www.customerhero.com/blog/how-to-predict-customer-behavior Sun, 19 Jan 2025 00:00:00 GMT You don’t need a crystal ball to anticipate your customers’ next moves. Customer experience tools aren’t magic—they’re proven strategies that can help you understand and predict future customer behavior. Curious how it works? Let’s dive in, and I’ll walk you through how businesses can use data, insights, and feedback to get ahead of customer needs and keep them coming back. https://www.customerhero.com/blog/omnichannel-experience-design https://www.customerhero.com/blog/omnichannel-experience-design Thu, 02 Jan 2025 00:00:00 GMT In the age of customer-centric commerce, brands must master the art of delivering a unified journey across multiple touchpoints. Welcome to the world of omnichannel retail, where seamless transitions between channels make the customer experience effortless, engaging, and personalized. https://www.customerhero.com/blog/useful-tactics-to-get-customer-feedback-for-your-ecommerce-business https://www.customerhero.com/blog/useful-tactics-to-get-customer-feedback-for-your-ecommerce-business Thu, 02 Jan 2025 00:00:00 GMT To thrive in eCommerce, understanding your customers is essential. With countless brands vying for attention, customers want to know their voices are heard. Gathering their feedback isn’t just a one-way street; it’s a valuable source of insights that can drive product improvements, boost loyalty, and reduce churn. In this guide, we’ll explore straightforward, impactful tactics to gather and leverage customer feedback to create stronger connections and grow your brand. https://www.customerhero.com/blog/receipt-survey-customer-feedback-at-your-fingertips https://www.customerhero.com/blog/receipt-survey-customer-feedback-at-your-fingertips Mon, 30 Dec 2024 00:00:00 GMT Every day, supermarkets, cafés, movie theaters, restaurants, and countless other businesses issue receipts to their customers. But this small piece of paper can be more than just proof of purchase. A well-designed survey link placed on the receipt can gather invaluable feedback from customers. With Startquestion, collecting this data is effortless, and our specialists can help implement the survey in your company. Read on to: https://www.customerhero.com/blog/7-reasons-why-customer-feedback-is-important-to-your-business https://www.customerhero.com/blog/7-reasons-why-customer-feedback-is-important-to-your-business Wed, 11 Dec 2024 00:00:00 GMT If you run your own business, I know you do your best to please your customers, satisfy their needs, and keep them loyal to your brand. But how can you be sure that your efforts bring desired results? If you do not try to find out what your clients think about your service, you will never be able to give them the best customer experience. https://www.customerhero.com/blog/8-ways-to-quickly-improve-customer-satisfaction https://www.customerhero.com/blog/8-ways-to-quickly-improve-customer-satisfaction Wed, 11 Dec 2024 00:00:00 GMT High level of customer satisfaction is the business goal of each brand. Regardless of whether you sell products or services, or operate on the B2B or B2C market – it is thanks to satisfied customers (both new ones and those who are already with you) that your company has a chance to achieve success. https://www.customerhero.com/blog/looking-for-the-perfect-customer-satisfaction-metric https://www.customerhero.com/blog/looking-for-the-perfect-customer-satisfaction-metric Wed, 11 Dec 2024 00:00:00 GMT Net Promoter Score, Customer Effort Score, and Customer Satisfaction Score. Which customer satisfaction metric is the best for your needs? https://www.customerhero.com/blog/15-tips-on-how-to-improve-customer-service https://www.customerhero.com/blog/15-tips-on-how-to-improve-customer-service Tue, 10 Dec 2024 00:00:00 GMT Customer service professionals are like a GPS navigation system. They help guide clients through their journey, providing clear directions, anticipating roadblocks, and recalculating routes when necessary to ensure they reach their destination of satisfaction. If you are looking for tips on achieving this goal and embarking on a long, satisfying, and fruitful cooperation journey with your customers, you couldn’t find a better place. https://www.customerhero.com/blog/churn-analytics-why-you-should-track-user-churn-rate https://www.customerhero.com/blog/churn-analytics-why-you-should-track-user-churn-rate Tue, 10 Dec 2024 00:00:00 GMT What causes customer retention? We all ask ourselves this question, regardless of the industry. We will not tell you why they are abandoning your company, but we will show you the tools that will allow you to analyze customer churn. Reducing customer churn is an impactful factor in keeping existing customers, and attracting new customers in the future. https://www.customerhero.com/blog/customer-feedback-management-tips https://www.customerhero.com/blog/customer-feedback-management-tips Tue, 10 Dec 2024 00:00:00 GMT Collecting customer feedback about your product or service can seriously affect your business growth. But gathering clients’ voices is only the first step in customer feedback management. From this article, you will learn about the next ones. We’ve also prepared a list of handy tools and customer feedback management best practices. https://www.customerhero.com/blog/customer-journey-surveys-all-you-need-to-know-to-start-collecting-feedback https://www.customerhero.com/blog/customer-journey-surveys-all-you-need-to-know-to-start-collecting-feedback Tue, 10 Dec 2024 00:00:00 GMT A healthy and trustworthy relationship is key to every successful B2B cooperation. How to build one? By taking care of your customer experience at each stage of your partnership. You don’t need a magic wand to do so. Customer journey surveys will give you all the insights necessary to make the right business decisions. With the right tools and ready-to-use free survey templates, you can measure each customer’s experience and analyze it right away. https://www.customerhero.com/blog/how-to-calculate-the-roi-of-customer-experience https://www.customerhero.com/blog/how-to-calculate-the-roi-of-customer-experience Tue, 10 Dec 2024 00:00:00 GMT Customer experience leaders understand that prioritizing customer satisfaction can increase corporate profits. While CEOs may prefer financial metrics over customer loyalty stories, this article will provide insights on how to translate customer experience investments into revenue for the company. https://www.customerhero.com/blog/importance-of-measuring-patient-satisfaction https://www.customerhero.com/blog/importance-of-measuring-patient-satisfaction Tue, 10 Dec 2024 00:00:00 GMT In an era where patient-centric care is gaining prominence, healthcare providers face the challenge of meeting rising expectations while delivering effective medical treatments. Understanding the importance of measuring patient satisfaction has become paramount for providers striving to excel in this new landscape. https://www.customerhero.com/blog/post-purchase-surveys-how-to-set-them-up https://www.customerhero.com/blog/post-purchase-surveys-how-to-set-them-up Tue, 10 Dec 2024 00:00:00 GMT An e-commerce business is like rhythmic gymnastics. In both cases, the basis is balance. If you put an equal sign between CX and your best offer, satisfied customers will bring repeat purchases to your online store. In this blog post, I’ll show you the benefits of implementing post purchase surveys, and how to measure your buyers’ checkout experience to increase conversion rates. https://www.customerhero.com/blog/top-5-customer-satisfaction-metrics-you-need-to-track https://www.customerhero.com/blog/top-5-customer-satisfaction-metrics-you-need-to-track Tue, 10 Dec 2024 00:00:00 GMT Warren Buffet once said that it takes 20 years to build a reputation and 5 minutes to ruin it. Once you start thinking about your work that way, you’ll prioritize clients’ voices. To begin the process, you need to know what types of metrics measure customer satisfaction and how to get the most of them to help your business shine like a diamond. https://www.customerhero.com/blog/customer-pain-points-how-to-identify-and-resolve-them https://www.customerhero.com/blog/customer-pain-points-how-to-identify-and-resolve-them Mon, 09 Dec 2024 00:00:00 GMT From optimizing the customer journey to leveraging AI chatbots and CX research, learn how to turn frustrations into opportunities to wow your customers and drive long-term success.