AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

The best businesses understand their customers inside out. They know their likes, dislikes, hopes and dreams. They know why they buy and why they say no. If you don't have this information, you’re at ...

Customer feedback is one of the quickest and most efficient ways to improve your business. After all, who would know better than your customers what you do well and what could use improvement? The ...

As a business, feedback from customers and clients is incredibly valuable. There’s no better way to find out what works and what doesn’t than to go directly to the source. However, there are right and ...

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 ...

All I can really say about the appointment at my kid's allergist is that it occurred. We waited weeks to get in, got some tests, received a diagnosis and a treatment plan, had a weird insurance thing ...

Metrics miss why. Behavioral data tracks what happened, but it rarely explains why customers act or leave. Feedback loops fill in those gaps. Ask, act, announce. Closing the loop requires three steps.