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 hardly exist without it. Others may not have the same...
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 surveys. According to an ICMI infographic that we collaborated on titled,...
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 feedback. Surveying customers used to be an informal activity done...