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In this continuing series, we examine the second most common reason surveys fail. You can find part 1 of the Customer Satisfaction Survey series here.  For your benefit, we have added the intro [...]

Customer satisfaction surveys don’t always work.  Perhaps you have firsthand experience with a survey failing and looking back, still don’t know why.  But rest assured, you are not alone.  We run [...]

The following quotation and letter, drafted and sent by a travel coalition including ARDA delivers an important message to the Internal Revenue Service in response to IRS EFFORTS TO TAX LOYALTY [...]

As a mostly technology company, we are always hoping to be challenged, to stretch our software, to make it better, faster and more convenient. And, often, it is our clients that cause [...]

From my experience, not enough contact centers ask for customer feedback after agent interaction. Why is that? Is it because they are afraid to hear from the customer? Or, is it that they fear [...]

Big Data at work in the airline industry This is a great example of what Big Data can do. And, it is about the airline industry! Airlines promise a return to civility, for a fee NEW YORK (AP) [...]

Why Another Newsletter By: Robert A. Kobek, RRP, President CustomerCountSM Welcome I receive several online newsletters every day from various sources, some of those sources I do business with, [...]

Communities are Relevant By: Robert A. Kobek, RRP, President CustomerCountSM It seems there has been a barrage of information and monetization and promotions surrounding the word “Community.” I [...]

It’s Easy Peasy! By: Robert A. Kobek, RRP, President CustomerCountSM You just joined a new company to lead an initiative that has been struggling for years. Then, the starter’s gun goes off and [...]

The Perils of Loyalty and NPS By: Robert A. Kobek, RRP, President CustomerCountSM If you are not in the business of creating and maintaining loyal customers then you are in the wrong business. [...]