When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. These surveys serve as valuable touchpoints for businesses to gather ...

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 ...

AMES, IA – Customer satisfaction surveys are ubiquitous. They blip into our daily lives after dental appointments, haircuts and calls with IT. For businesses, these short questionnaires are intended ...

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 ...

ST. GEORGE, Utah--(BUSINESS WIRE)--TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs and collection agencies, today released the ...

For instance, only 28 percent of organizations have fully implemented customer-friendly billing statements, and only 20 percent are piloting such statements. Overall, based on the survey results, only ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Online retailers and brick-and-mortar stores are having a tough time keeping up with the ever-growing digital market and the audience characteristics that are developing with it. Shoppers are focusing ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What company doesn’t want to be more productive, efficient, ...

Dear Eric: Many companies are training their employees to “be friendlier.” Now, when I go to pay for my groceries or have bloodwork done at a lab, someone invariably asks me, “so what are you doing ...