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 ...

Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

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 ...

At 12 years old, customer service and experience expert Shep Hyken started his first business as a birthday party magician. It was then that his parents first instilled in him the importance of ...

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 ...

Do the following statements describe your company's approach to gathering customer data? We ask customers to comment only on what they have experienced firsthand because we need reliable data, not ...

A new pulse survey report, sponsored by Seismic, points to steady adoption of quick, recurring surveys to track sentiment ...