Early in my career, I went to a customer feedback session at a big performing arts center. An older man with a hearing aid came up to me and said, “I just want to sit down, push a button and hear the ...

But what they’re not doing is investing in the listening side of AI or leveraging into its vast capabilities here—i.e., using ...

What are some questions you’d like to ask your customers? And if you could interview them, how much time do you think it would take? How much money would you spend doing it? Marketers spend hundreds ...

If customer feedback isn’t integral to your research strategy, you could be running dangerously fast in the wrong direction.

Kyle Leahy, the CEO of Glossier, took over the beauty company amid weak sales and layoffs. Leahy told Inc. Magazine listening to customers on three key issues helped her turn the brand around. By ...

Alfred Wahlforss was running out of options. His startup, Listen Labs, needed to hire over 100 engineers, but competing against Mark Zuckerberg's $100 million offers seemed impossible. So he spent ...

The customer experience is critical in today’s highly competitive online retail sector. There are many variables involved in providing a great user experience and keeping customers engaged with your ...

Most organizations can prove they are listening. They can show the deck, the dashboard, the themes and the response rates. They can show the meeting notes where someone said, "We heard you," and the ...

Microsoft’s spring release of Dynamics CRM included social listening integration and analysis. But what exactly does this new tool mean for small and large companies? Brands that are not keeping track ...

Customers stopped believing you’re listening. Survey fatigue is now one of CX’s biggest blind spots. Here’s how to fix it. Brands say they want to listen—but customers have stopped talking. Once a ...

In today’s digital world, customers have countless ways to share their experiences with your business. While many still reach out through traditional channels like phone calls and emails, an ...