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 ...

Customer feedback arrives through dozens of channels: support tickets, chat transcripts, survey responses, social media ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

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 ...

Behavior-tracking software firm Amplitude Inc. revealed today that it has acquired Kraftful Inc., a “Voice of Customer” startup, for an undisclosed price. Founded in 2019, Kraftful offers a product ...

In an increasingly complex and globalized business world, precise data and in-depth analysis have become more than just strategic tools. They form the foundation for sustainable decisions that ...