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 ...

Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

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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 ...

At 12 years old, customer service and experience expert Shep Hyken started his first business as a birthday party magician. It was then that his parents first instilled in him the importance of ...

Business owners, leaders, sales professionals and marketing teams — survey your customers! Over the last three years, I've met hundreds of business owners, and often I find they're so busy with day-to ...