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 ...

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 ...

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 ...

Customer experience is the No.1 priority of businesses today. And it's no wonder: Companies that invest in their customer experience program outperform those that don't by nearly 80%, according to a ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

Each year, Norfolk Southern (NS) conducts a comprehensive customer survey to gauge service performance and identify ...

Do you find the title of this article shocking? Don't. In 25 years of arm-twisting corporations to focus on customers, what I've seen from many, if not most, is that the score is the end game. First ...

Hydro One — the province's main electricity provider in rural areas — is asking its residential customers how it should invest billions of dollars annually to keep the operation running ...