Traditionally, companies gather customer feedback and measure sentiment in a variety of ways, from surveys to satisfaction scores to support calls and focus groups. While these are important to ...

Contact centers today have three basic goals: to build or retain revenue, to control operating costs, and to grow customer satisfaction. Contact center professionals have gotten very good at measuring ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

Taking care of the customer is not a new idea. Most businesses take great pains to meet the needs of their customers in the hope they will remain active and may help attract new customers through ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. When it comes to understanding customer satisfaction, it’s best ...

Further expanding on yesterday's story, understanding customer satisfaction is crucial in the automotive industry. It's not just about the quality of the car, but how well it meets the expectations of ...