Each year I make dozens of presentations to senior industry executives and car dealers. Most of these are “forward looking.” I peer into my “crystal ball” and forecast changes and industry trends. For ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

When’s the last time your utility sent you a thank you note? If you’re like most customers, the answer is never. Utilities have historically been far more concerned with engineering and efficiency ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. The customer is the foundation of any successful business.

TROY, Mich.--(BUSINESS WIRE)--North American airlines were headed into 2020 with some of the highest customer satisfaction scores ever recorded, thanks to heavy investment in newer aircraft, better in ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

Julie Kyse serves as vice president of global air partnerships for Expedia Group. In this role, she leads the team responsible for Expedia Group’s relationships with airline partners across the world.

TROY, Mich.--(BUSINESS WIRE)--As so many residential internet customers have needed to rely more heavily on their internet service provider to stay connected for work, school and entertainment, ...

Yesterday's J.D. Power 2019 Home Security Satisfaction Study that includes both professionally (pro) installed and DIY home security systems got me to thinking about the importance of customer ...