Dwayne Charrington

Author

Dwayne Charrington

Expert Writer |

Dwayne Charrington is an expert writer in customer feedback management, UX design, and user research. He helps businesses understand user intent and enhance the customer experience. Dwayne covers feedback management, lead generation, survey accessibility, and the impact of AI and VR on user interaction. He shares insights on creating effective surveys, improving navigation, and using A/B testing for smarter decisions. Additionally, he focuses on optimizing mobile experiences and champions privacy-by-design, ensuring users feel satisfied, secure, and valued.

Articles by Dwayne Charrington

Last modified: January 24, 2025

NPS Questions: Types, When to Ask & Why

Marilyn Suttle once put it perfectly: “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” For businesses trying to crack the code of customer loyalty, one common challenge is understanding what makes people stay.  Sure, there’s no shortage of effort—marketing campaigns, product tweaks, and all-out customer...
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Last modified: January 24, 2025

Types of Net Promoter Score (NPS) Surveys: A Complete Guide

Net Promoter Score (NPS) surveys aren’t just a handy tool—they’re a game-changer for businesses looking to build customer loyalty and boost growth. According to research, companies with the highest NPS in their industry grow revenues roughly 2.5 times faster than their competitors.  That’s a big deal, and it highlights just how impactful these surveys can...
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Last modified: January 16, 2025

Why Use NPS: A Guide for Business Growth

Seth Godin once said that customers don’t just buy products or services—they buy relationships, stories, and magic. And if you think about it, that’s precisely what makes understanding your customers so important.  But if you’re like most business owners, you’ve probably wondered: Why aren’t customers returning? Why aren’t customers recommending us? What needs fixing to...
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Last modified: February 4, 2025

How to Use NPS Surveys in Market Research

“We all need people who will give us feedback. That’s how we improve,” Bill Gates once said wisely. In the realm of business, building a successful business isn’t just about sales figures and profit margins; it’s also about creating meaningful customer relationships. Each customer interaction is an incredible opportunity to learn and grow.   But how...
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Last modified: December 16, 2024

How to Collect Real-Time Customer Feedback

A study by Deloitte and Touche found that companies prioritizing customer happiness made a staggering 60% more profit than those that didn’t. Plus, 65% of people agree that better customer data analysis is key to excellent service. Customer experience is truly the lifeblood of your brand’s success, and real-time feedback is extremely important for making...
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Last modified: January 14, 2025

11 Best Online Survey Tools to Gather Feedback (2025)

Crafting perfect surveys by hand can take your team days or even weeks. And after all those efforts, of course, you won’t like a subpar survey, would you? Over time, I have experienced that online survey tools can be a game-changer as they spare you the hassle and expense of traditional survey methods. According to...
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Last modified: January 10, 2025

22 Best Customer Experience Management Software & Tools

“The customer’s perception is your reality.” Kate Zabriskie Over the years, I’ve learned that happy customers aren’t just a bonus—they’re the lifeblood of any successful business. An organization’s success depends on its ability to deliver exceptional customer experiences. But, honestly—creating those “wow” moments isn’t always easy.  That’s where the magic of customer experience management (CEM)...
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Last modified: November 26, 2024

The B2B Buyer Journey: What It Is & How to Map It

The B2B buyer journey isn’t like grabbing a coffee. It’s more like planning a road trip, with a whole team deciding on the destination. First comes that “aha!” moment: realizing your old software won’t cut it, or maybe it’s time to explore a new market.  Then begins the research marathon—websites, webinars, white papers, and endless...
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Last modified: November 26, 2024

How to Measure & Improve Customer Loyalty With NPS Survey Questions

Ever feel like you’re flying blind when it comes to customer loyalty? You put your heart and soul into your product or service, but how do you know if your customers are happy? And more importantly, how do you discover what you can do to make them even happier? In my experience, there’s no better...
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Last modified: December 10, 2024

Top 10 Employee Engagement Survey Vendors in 2025

Keeping employees happy and engaged is as important as focusing on customers. As someone who’s used various survey tools, I know firsthand how crucial it is to understand the pulse of the workforce. Employee survey survey tools are game-changers—they provide insights that help you boost morale, improve satisfaction, and drive engagement. If you’re aiming to...
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