Close the Loop and Improve Customer Experience

Closed loop feedback turns responses into results. Learn why following up with customers boosts retention, trust, and profit — and how to do it right.

If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.

Don't settle for anything less than Amazing Customer Service. Learn from 3 companies who are ahead of the rest - apply their teachings to your own business!

To keep customer satisfaction high, you need to use feedback in two very different ways. Learn what they are, and how to do both.

How many of these common mistakes are you making when evaluating your CX?

Learn how to win back customers with tips from 6 top companies. Boost your customer retention and grow your business with our expert guide

Complaints aren’t random. They signal fixable issues. Learn how to break the cycle, cut complaint volume, and regain control.

Don't just focus on the negative customer feedback you receive. The positive feedback is extremely powerful and tells you more than you think. Here we explain how to use it.

Make sure you get these basics right to avoid making mistakes when you implement your customer service strategy!

Getting colleagues to respond to customer feedback has many benefits for the business and the customer. This post explains how to do it.

Survey fatigue isn’t real—bad surveys are. Discover 8 ways to collect feedback that customers love and boost your response rates.

Complaints are great for your business. They’re your chance to win a customer for life. Follow our five step guide to make sure you make the most of them!

Discover our crucial customer service skills every employee must have to ensure your business excels and customer satisfaction is at an all-time high

Responding to feedback is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.

Sharing customer feedback with colleagues is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.

Complaints are bad, right? Not quite. If you approach them in the right frame of mind, you’ll wish your customers complained more. Learn how.

Learn why sharing customer feedback directly with your team boosts morale, skills, and performance — and how to do it effectively.

Need to improve your NPS? Here’s eight tips from real CX teams to help you increase retention and revenue.

Learn how to calculate, increase, and present the ROI of customer experience—with actionable strategies and real-world examples.

Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.

Darren Wake and Alicia Crowther unpack transformation when customer insight leads—turning feedback into direction, action, and results.

Darren Wake and Alicia Crowther discuss how space to think fuels creativity and innovation, and why it matters for business success.

Darren Wake is again joined by Alicia Crowther, founder of Three Digital Consulting, to explore how CX and VoC teams can prove their value.

Katie Stabler joins Darren Wake to explore why CX culture, metrics and momentum matter now more than ever – and how leaders can make change stick.

Darren and Ben Bax discuss how stories, language, and culture make CX real for frontline teams, bridging strategy with daily customer interactions.

Ben Bax explains what’s holding CX back in the utility sector and what companies can do to move forward.

Why culture and engagement are the missing links in customer experience.

How culture drives — or breaks — customer experience.

Darren Wake debates Ian Golding on why CX leaders must act on individual feedback, not just overall trends, to drive real impact

Darren Wake challenges Ian Golding with a common belief — that without exec-level support, CX professionals can't make change happen. Ian explores why leadership buy in really matters and how to influence the top table with facts and impact.

Darren Wake and Ian Golding debate whether tying targets and bonuses to VoC scores truly drives CX improvement… Or creates unintended risks.

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that a journey map created a year ago remains valid and doesn’t need to be revisited.

Darren Wake and Ian Golding explore why CX pros can’t ignore employee experience, discussing ownership, empowerment, and the rise of experience management.

Ian Golding and Darren Wake explore how AI is already transforming VoC — and what most teams are still getting wrong.

Darren Wake and Jerry Angrave, two experienced CX pros, discuss how to make customer journey mapping a stategic tool that drives organisational change

Learn how financial services firms can align VoC with Consumer Duty in this recorded webinar

Learn how to connect customer experience to business value in this recorded webinar with Diane Magers and Darren Wake.

A 45-minute recorded webinar with Darren Wake, Head of Customer Success at CustomerSure, sharing insights on enhancing tenant satisfaction in social housing.

Darren Wake explores how B2B companies can leverage Voice of the Customer (VoC) programmes to reduce churn, increase customer retention, and strengthen business relationships.

In this 45-minute session, Guy Letts and Darren Wake explain how to use customer feedback to prevent churn and drive long-term loyalty.