Blog & Resources

customer satisfaction

How Customer Satisfaction Surveys Yield Bogus Results

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That's the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile ...

Ignoring Anecdotal Evidence? Your Customer Experience Will Suffer

A brave new approach to data I recently met with a corporate executive and the conversation was very refreshing for many reasons. He was 100% honest. He explained how tough it can be to get all of his teams aligned. ...

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