Although popular right now, AI is not always the answer to building products that result in customer success. In the world of software and apps, I believe that understanding client feedback is more ...

It’s never easy to hear a client critique your work. But there are ways to handle feedback that won’t create tension or cause your work to suffer. In Success by Design, frog’s David Sherwin explains ...

Ask the right questions, track the information and link it to targeted activities. With the final article in this three-part series on client feedback, it's time to get tactical. Specifically, how can ...

You’re sitting on a goldmine of customer insights, but you’re not using them enough. Those genuine stories of challenges you helped clients overcome, straight from the people you serve, hold gems that ...

With customer experience at the top of the agenda for all brands, agencies are also learning just how important the client experience has become in a business context. With no in-person contact for ...

In a recent Law.com Trendspotter column, we wrote that, while law firms live and die by the quality of their client service, a troubling number of them appear to be actively avoiding seeking feedback ...

Today, the evolving dynamics of the B2B landscape demand more than just service enhancements to achieve true client orientation. It requires a foundational shift in strategy, embedding a deep ...

Rates of burnout — a feeling of overwhelm and constant stress that if left unchecked may cause employees to seek another job — have risen in the past year. A 2021 survey by Indeed found that 52% of ...