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Pagely

Tell us about your roles at Pagely.

Dave: I’m Dave Amirault, I’m the Director of Marketing for Pagely. With us today is also Kirill Mendeleyev.

Kirill: I’m Kirill. I’m a Strategic Account Manager and an Onboarding Specialist. I work as a middleman between all departments including Marketing, Support, and DevOps.

We’ve been using Delighted for a bit now and I’m very eager to talk about the platform in detail. Delighted is definitely better than what we used previously.
How do you differentiate yo...
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ChowNow

Tell us about ChowNow’s mission and how you differentiate yourself from your competitors.
Our mission is to help local restaurants thrive. We give them the tools they need to make the profits they deserve for all of their hard work.
What sets us apart from competitors, especially during COVID-19, is that our platform doesn’t take the average 30% commission from any restaurant. The commission that third-party ordering platforms require can oftentimes put restaurants in the red, and that isn’t sus...
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FIGS

Tell us about FIGS’ mission and how you differentiate yourself from competitors.

FIGS is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We are committed to helping this growing, global community, whom we refer to as “Awesome Humans,” look, feel and perform at their best—24/7, 365 days a year.

We branded a previously unbranded industry and de-commoditized a previously c...
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Introducing Delighted Surveys: A simple and delightful all-in-one survey experience

We founded Delighted 10 years ago with a simple mission – to create an effortless solution for collecting Net Promoter Score (NPS) feedback. Unable to find a suitable tool in the marketplace, we took matters into our own hands and built a customer experience management platform used by companies like Allbirds, Doordash, Paypal, and 15,000 more.


Today, we’re very excited to announce that we’ve applied that same design philosophy to another aspect of feedback collection: the all-purpose survey....
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8 customer testimonial examples and how to use them

Attracting customers in a competitive market can feel like an uphill battle. So, how do brands stand out from the competition? One powerful tool in today’s marketplace is customer testimonials.  

By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you. In fact, 78% of shoppers say the presence of social proof – like a positive customer testimonial –...
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12 demographic survey questions (with examples)

Do you have a clear understanding of your customer? Are you familiar with their age, location, and employment status? Although these questions may come across as personal, having this information is crucial for effectively understanding and targeting your desired audience. One way to collect this data is by utilizing demographic survey questions.

In this post, we’ll cover everything you need to know about demographic survey questions, including 12 examples to use in your next survey. 

Jump...
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Open-ended questions: Definition, examples, and tips

Asking open-ended questions in your survey uncovers in-depth insights from respondents in their own words. While close-ended questions also provide valuable information, asking both question types in your survey gives you the data and context to make larger business decisions, act on immediate solutions, and plan long-term goals.

In this post, we’ll explain what open-ended questions are, the difference between closed and open-ended questions (including when to use both), and examples of open-...
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What are customer touchpoints and how to identify them (with examples)

To learn more about your customers, you need to think like them. When you think like your customer, you can better understand how they interact with your company or brand. This exercise helps you discover what makes customers happy or frustrated based on their micro-experiences (also known as, customer touchpoints).

Below, we’ve taken a closer look at what customer touchpoints are, why they’re important, examples of touchpoints across the customer journey, as well as how to improve these micr...
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What is nonresponse bias and how to reduce it with 6 survey tips

To create a thoughtful customer survey, you need to decide what to measure, the sending method, and your survey audience. 


Even after careful consideration during the survey creation process, you notice your survey response rate is lower than expected. What could be causing this? 


Enter – nonresponse bias. 


Let’s break down the definition of nonresponse bias and how you can give your survey response rate a boost with 6 easy-to-implement tips. 


Nonresponse bias occurs when a survey pa...
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Close-ended questions: Definition, types, examples, and advantages

You’re faced with many options (and questions) during the survey creation process: What survey type should you use? How should you send your survey? What questions should you ask? And of those, which should be open-ended versus close-ended questions? 

Today, we’ll tackle the last topic: how close-ended questions differ from open-ended ones, plus how, when, and why to use them. We’ve also included types and examples of close-ended questions, so you can feel confident creating your own. 


Clo...
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Likert scale questions: Get to know your audience

How do you know what your customers are thinking? The only effective way to get into the mind of your audience is to ask them directly – and to do that successfully, you will need to understand and use Likert scale questions. 

A Likert scale is a rating scale used to measure attitudes, perceptions, and opinions. Often used in market research and social science surveys, researchers use the scale to understand views and sentiment toward a product, service, brand, or market. The scale is named a...
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Introducing Delighted’s Link platform revamp: New in-app survey link builder

No matter how you connect with your customers, link surveys allow you to capture feedback through any unique channel that exists along the customer journey – email signatures, social media posts, support chats, receipts, in-store posters, and more.


However, it’s crucial to include context and segmentation with each link survey response. Why? Because the more context you gather with your surveys, the quicker and easier it is to understand and act on the feedback.


With the latest revamp of t...
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Leading questions: Definition, examples, and why you should avoid them

As a survey creator, you need to know what your customers or employees are thinking – and you want insights that you can take action on. But, what would happen if you asked certain questions that lead survey respondents to answer in a favorable way – also known as leading questions – without even knowing it? 


The answer? Asking leading questions can do far more harm than good for your survey program. 


In fact, asking them in your feedback surveys might not only return unhelpful responses,...
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Qualitative vs. quantitative research: What's the difference?

Though the terms sound similar, qualitative vs. quantitative research are two significantly different data collection methods. Understanding that difference can make a large impact on how you analyze the success of a product, service update, or overall company performance. 

Let’s take a look at the difference between qualitative and quantitative research, when to use each (or both), and how to gather the data sets effectively.

Qualitative and quantitative research are two different approac...
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The 7 employee lifecycle stages and why they matter

You’ve likely heard the saying, “If you can’t measure it, you can’t improve it.” And while the saying may not be referring to the employee lifecycle, the sentiment certainly rings true within the workplace.

The employee lifecycle is the journey employees embark on when they first join your organization and lasts through to when they leave (and sometimes beyond that). While there are a myriad of experiences within the lifecycle, there are 7 major stages – and understanding the stages is key fo...
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Double-barreled question: Definition, examples, and how to avoid it

Have you ever been asked a question you weren’t sure how to answer? Maybe the wording of the question was confusing and your inability to answer wasn’t because of your lack of understanding, but rather the murkiness of the question itself. Perhaps it was that, instead of one simple, straightforward request, you were asked a double-barreled question – a type of question that’s actually two questions in one. 

Now, picture your employees or customers in that very situation when you survey them a...
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Top 5 customer service metrics to measure and track

Have you ever experienced amazing customer service that went above and beyond your expectations? You probably felt appreciated and impressed at the same time. Imagine being able to deliver that kind of experience to your customers on a regular basis.


Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. That’s why it’s important to understand how to measure customer service interactions with the metrics that capture experiences and...
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Introducing the ActiveCampaign integration: 5 survey triggers to automate your CX program

Having the right tools to make your customers happy – fast – is critical for all scaling organizations. Especially as companies around the world are recognizing and achieving the benefit of prioritizing the customer experience. 


ActiveCampaign is a powerful platform with a myriad of automation and CRM tools to help customize, organize, track, and report on all stages of the customer lifecycle – from marketing engagement to closing a customer deal and supporting them thereafter. 


As of toda...
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CX leader spotlight: Michael Bair, SVP of Customer Experience at FIGS

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals.


Read the full FIGS case study here. 


Can you tell us how you got started in customer experience?


I was lucky enough to take a non-traditional path. I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. W...
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What is employee experience (EX) & why is it important?

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your physical workspace?” or “How likely are you to recommend this company to your friend?” 


Employee experience management programs are common, though studies have shown that, in actuality, many companies have not made focusing on employee engagement a priority [1]. 


Now, more than ever, organizations are shifting their experience models from a “need to work” to a “w...
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4 strategies to prevent acquiescence bias in your customer surveys

Collecting and analyzing survey data is critical for pinpointing where you can improve your business. It’s encouraging to see a high number of positive responses, but what if some of those positive statements are unconsciously biased? What if some of your “yes” responses should actually be “no?” 


The truth is, it happens often. And acquiescence bias is likely to blame. 


When collecting survey data from customers, it’s important to do everything possible to avoid getting biased answers. Whe...
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