A customer survey starts with the development of a questionnaire. Marketing research professionals will usually get input from other functional areas of the company, like brand and advertising, so ...

Are you looking for ways to take your e-commerce offerings to the next level? Discover how to unlock the secrets to success ...

A systematic surveying process will help you better understand customer perceptions of your contact center’s performance. The five basic steps in performing customer surveys are: project planning; ...

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 ...

Two weeks ago I wrote about approaches and techniques to deal with typical weak spots in customer surveys. There were many comments about the poor quality of customer surveys received on behalf of all ...

Poorly-designed surveys waste everyone’s time. Here are some common survey problems and ways to get the most out of your next. Can we talk? At the most basic level, these three words are the ...

The famous comedian Gallagher entertains audiences with what he calls seeing things through “new eyes.” He proudly claims he got the concept from all the “bring you to your knees” questions asked by ...

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 ...

Frank Besednjak, president, The Training Source, Louisville, Kentucky, and founder of Customer Care Plus, believes HVAC contractors should be held at a higher level of service than they have been in ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Three-quarters of CX and contact-center professionals say that ...