The more often I travel to different companies as part of my normal 9 to 5 responsibilities, the more amazed that I am that most businesses do not understand who their customers are.  When I ask the questions “who is your customer”, most people give answers that reflect their own biases or anecdotal knowledge about [...]

Customer satisfaction surveys are one of the primary means of CSR analytics for Customer Service departments.  Yet the response rate for these surveys is typically low.  Additionally, a person who had a problem with customer service is far more likely to respond to a survey than someone who did not.  Both of these facts skew [...]