(By Loyd Ford) Whether you have used one for decades or maybe it’s new to you or your team, having and using a strong customer needs analysis is key to building relationships and being a problem ...

Do you know that 82% of customers read online reviews at least sometimes before purchasing items? You should read them too because customer reviews offer great insight into your target clientele’s ...

Sentiment analysis — a sophisticated tool that interprets the emotional tone behind words, giving brands a lens into how their services or products resonate. Customer feedback is a treasure trove of ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...