Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...

Michael Podolsky, Co-founder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their service. I often emphasize in my writing why customer satisfaction is ...

Brand reputation is built on consumer feedback. But overcoming the schism between a brand’s desired identity and how customers actually perceive it is a challenge that many new and even ...

Gopal K. Gureja’s Customer Service Edge: Find and Fill Policy-Practice Gaps presents a rigorous and insightful exploration of ...

Small companies use customer satisfaction ratios or scores to track the performance of their customer service departments. They often incorporate scores of competitors to better gauge their customer ...

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they ...