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; ...

When Mark Davidson of Palm Springs was shopping for a new minivan recently, he was expecting pressure from the dealership when he was buying the vehicle, not afterwards. But that’s when he got the ...

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 ...

Effective customer surveys share some common traits: they're clear, concise, focussed and more. There’s an art to creating effective customer satisfaction surveys — too long and few customers will ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Sumit Aneja Customers now ...

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 ...

Opinions expressed by Entrepreneur contributors are their own. How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately ...

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t ...

Got thoughts to share with the MTA? Now’s the time to do so. The transit agency has launched its bi-annual fall 2025 ...

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 ...