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 ...

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 ...

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 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 ...

In the Customer Experience report, we look at the many ways companies and consumers interact and how companies might make those experiences better for consumers. Previous coverage and new stories ...

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 ...

A new report titled “Pulse Survey Report,” sponsored by Seismic, points to rising demand for quick checks on worker and ...