Wondering how many people in the United States have a smartphone? If you poll 20 people on the street, your survey won’t be representative of the entire American population. But if you just want to ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

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 ...

Discover how marketers are moving beyond traditional surveys to harness voice and text interactions for genuine voice of the customer analysis and insight. In today's digital landscape, understanding ...

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 ...