The new bottom line of business is customer delight. If a firm isn’t delighting its customers, the prospects of its long-term survival in today’s highly competitive low-growth economy aren’t promising. Fortunately, as a result...

In this guest post, Seth Grimes discusses the issues surrounding sentiment among social media users and how to address tool and measurement problems.

OpinionLab is in hyper growth mode, and we are looking for driven, talented individuals who want to become part of a dynamic and innovative company. OpinionLab is the global leader in Voice of Customer (VoC) feedback...

Speech analytics offers substantial value to businesses through its unique ability to “listen” to every customer call and give insights into the conversations. You can find lots of examples of success on the internet. What’s harder to find are insights into why some companies fail to achieve expected results. Surprisingly, speech analytics technology is usually not the culprit. The problems are us

When people talk about the difference between online and offline advertising, one of the big themes is accountability — you just can't get the kinds of data about, say, a TV campaign, that you can about an online banner....

We're conducting our quarterly consumer survey and this time the topic is brand loyalty. Just in time for Loyalty Month in April!