In 2014, when Antionette Carroll was tapped to lead a task force on inclusivity for the AIGA–the professional organization for designers–she found that the organization’s primary reference materials ...

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring ...

Surveys are a popular tool for collecting feedback from donors and program participants. Inexpensive and easy to send, they’re a visible way to engage constituents and signal an openness to outside ...

Restaurants are a notoriously difficult business to own or operate. Not only is it a relatively capital and employee-intensive business, restaurants are also highly regulated, low margin and in most ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 25, 2018, 05:42pm EDT Jun 28, 2021, 01:21pm EDT This ...

Poorly designed surveys can be improved at the supplier level, from better matching of respondents to solving technical problems, writes JD Deitch. Punishing respondent experiences have plagued the ...

Qualitative surveys can provide valuable real-world insights that enable better business decisions. However, if the surveys are poorly conceived and constructed, the data will be unhelpful and ...

What’s on the design engineer’s mind in 2020, the year pundits claim will change the workplace forever with the option to work remotely during the COVID-19 pandemic? The electronic design arena is ...