Historically, many companies used customer service surveys to "close the gap" and assess a customer’s overall satisfaction levels. Pre-internet, customers were mailed short forms or handed a ...

While tactical customer service measures are typically managed by a single company department, strategic customer service innovations — that is, those that reflect what the customer is actually ...

If your company has a CAB program that is operated as a technical or product function, you likely don’t have a true strategic CAB program and are almost certainly missing out on the many ...