Customer interviews are responsible for guiding today’s best products. It is much easier to build an execution plan based on customer insights rather than guesses of what the customer needs and will ...

In my last blog, I mentioned all the ways that a B2B customer (another business) is different than a B2C customer (an end consumer): they tend to be more insightful, more rational in their ...

Employees who deal directly with customers are a company's public face. Their behavior and actions directly impact the image of a company and shape how the public sees a business. To make sure you are ...

What’s the No. 1 thing you look for in a new customer service hire? Is it personality? Communication skills? Ability to troubleshoot? If you haven’t thought about it before, 2013 research from Zendesk ...

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 ...

The important thing to remember when interviewing candidates for a customer service position is that customer service is very much situationally and contextually driven. Take, for example, the popular ...

If you want to know how you can best help a customer, you must ask. And there's a real art to interviewing customers so that they reveal the needs and opportunities your offering can meet. First, you ...

Editor's Note: The following is a guest post from Linda Deeken, chief marketing officer, and Chris Fosdick, principal, at The Cambridge Group. To get to the heart of customer demand and unlock new ...