Customers stopped believing you’re listening. Survey fatigue is now one of CX’s biggest blind spots. Here’s how to fix it. Brands say they want to listen—but customers have stopped talking. Once a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On July 18, Bob Newhart, a famous comedian and actor, passed ...

If your organization sends out surveys, used to send out surveys or plans to send out surveys, then you should read this article. Some customers refuse to fill out customer satisfaction surveys. Their ...

Marketing often falters when businesses fail to connect with their audience on a personal level. A common mistake is relying on industry jargon or overly technical language that alienates potential ...

As the last touch in the purchase process, last-mile delivery represents the final, make-or-break opportunity to win — or lose — customer loyalty and repeat purchases. Consumers want fast, easy and ...