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Latest insights from Kunden Erlebnis
Why Your Survey Response Rate Is Low (And How to Fix It)
Low survey response rates usually signal a touchpoint problem, not a customer problem. Separating your feedback request from automated emails can more than double your response rate.
8 min
What Does a Customer Survey Actually Tell You?
A well-designed customer survey reveals not just scores, but which customer group holds your greatest growth potential: the passives who sit quietly between loyalty and churn.
8 min
How Loyal Are Your B2B Customers, Really?
Most B2B companies overestimate customer loyalty. Without structured measurement, you cannot tell which customers will stay, leave, or actively recommend you.
9 min
Is Customer Friendliness Really Just About Smiling?
Customer friendliness is not about smiling employees. It is about processes and structures that work so customers never have to chase you.
5 min
Customer Service vs. Customer Experience: What Is the Real Difference?
Customer service reacts when customers reach out with problems. Customer experience works proactively across all departments to eliminate those problems before they arise.
4 min
Does AI Actually Improve Customer Experience - or Just Cut Costs?
AI can support customer experience, but it cannot replace human judgment. The goal you set for it determines whether it builds loyalty or destroys it.
5 min