Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Many small business owners are worried about finding new customers, acquiring new customers, and selling to customers -- but are you spending enough time listening to customers? It costs five to 25 ...

It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator. Every contact center-as-a-service vendor leads with this when talking about ...

Are there too many customer surveys? Do they improve service? Or are they - as we suspect - annoying for everyone ...

Low response rates, unattributed feedback and less than useful reports make B2B customer satisfaction surveys a difficult proposition when, in reality, they should be a goldmine for your company. This ...