Dwayne Charrington

According to Thomas Berger, “The art and science of asking questions is the source of all knowledge.” This adage holds especially true when connecting with diverse audiences, yet it takes more than just formulating insightful inquiries.  Effective communication requires a multilingual approach. Whether conducting market research, gathering customer feedback, or running academic studies, language barriers...

Did you know that 86% of customers say they’d stick with a company that provides a great onboarding experience? That’s a huge number—and it makes sense. How you initially welcome and guide your customers can set the tone for your relationship. I believe customer onboarding can be seen as a first meeting. You want to...

Ken Blanchard once said, “Feedback is the breakfast of champions,” and the quote has stuck with me ever since I heard it. Feedback helps businesses improve, adapt, and grow. But getting that feedback isn’t always as simple as it sounds.  There are so many ways to gather customer opinions, from feedback buttons to survey widgets...

On an average, online surveys get a 44.1% response rate, which is pretty solid compared to traditional methods. That means nearly half of the people you send a survey to actually take the time to respond—giving you valuable insights without chasing down answers. I’ve seen businesses, researchers, and marketers use them to quickly understand people’s...

Did you know that 73% of your consumers might switch to a competitor after multiple bad experiences? Honestly, that’s a huge chunk of your potential customer base! It’s a clear reminder that customer loyalty isn’t something you can take for granted—it’s something you have to earn and keep earning. I’ve seen how even minor missteps—like...

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...

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...