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 ...

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 ...

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 art of implementing customer surveys takes time to perfect. Not only do you have to motivate your audience to take the survey in the first place, but once the results are in, it’s your job to ...

A solid customer base is the lifeblood of any business and satisfied, happy customers lay the groundwork for a profitable operation. Surveys provide a way to interact with customers and get the ...

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 ...

Forbes contributors publish independent expert analyses and insights. I write about modern marketing, creative ideas and evolving careers. After a recent United flight, I received an email to ...

It's not enough that I pay Verizon nearly $90 per month for internet access. No, they also want my "valuable feedback." That's why they emailed me a customer survey on March 18. "Please take a moment ...

The best smartphones are useless if your service isn't up to par, and this company keeps its customers happier than any other ...