How to Transcend Customer Expectations
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...
How to Clearly Hear Your Customers and Agents
Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...
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Learning from the Customers
The products and services that customers seek from companies – the features, pricing, delivery, and marketing - continue to change. Along with the technologies,...
Customer Satisfaction Survey Erosion
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...
Are You Thankful for Your Customer Feedback Tool?
With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...
Getting Closer to the Customer
One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer...
