That includes surveys, but also call center conversations, chat logs, survey responses, social media posts, and product ...

Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5 ...

Surveys can benefit your company, your current customers, your potential customers, and the industry as a whole through usable information that might otherwise be lost. Among the many techniques ...

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction ...

The art of implementing customer surveys takes time to perfect. Not only do you have to motivate your audience to take the survey in the first place, but once the results are in, it’s your job to ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

Scammers send you a text message that appears to be from a well-known chain store. As part of a holiday deal, the “store” is ...