When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

As a business, feedback from customers and clients is incredibly valuable. There’s no better way to find out what works and what doesn’t than to go directly to the source. However, there are right and ...

Questions force you to understand why you are doing things a certain way, which is vitally important to driving progress as you move your company and its people forward. The Fast Company Executive ...

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Customer feedback is one of the quickest and most efficient ways to improve your business. After all, who would know better than your customers what you do well and what could use improvement? The ...

The best businesses understand their customers inside out. They know their likes, dislikes, hopes and dreams. They know why they buy and why they say no. If you don't have this information, you’re at ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Cody Barbo It’s common ...

Responding to customer feedback is critical for an effective voice-of-the-customer (VoC) program, yet far too few companies have a systematic way of doing so, according to Forrester Research. Only 61 ...

Opinions expressed by Entrepreneur contributors are their own. We hear it all the time: Businesses are more digital than ever before, and this continues to affect almost every aspect of how things are ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...