Understanding customer needs and expectations is a necessity, yet it still remains a challenge for many organizations. In fact, less than 1 in 5 organizations say they understand their customers well, ...

User experience (UX) can have a big impact on customer satisfaction. Learn which UX design customer metrics you should keep an eye on. Brands want their customers to have the best user experience (UX) ...

Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

SurveyMonkey is now Momentive. Learn more here. A business that cannot win the loyalty of customers is a business that cannot succeed in the long-term. It’s that simple. In this age of ...

ANN ARBOR, Mich.--(BUSINESS WIRE)--A new integration between the American Customer Satisfaction Index (ACSI ®) and Microsoft Dynamics 365 gives customers a new way to capture, analyze, compare, and ...

Imagine your ideal customer: She pays her bill on time each month, communicates concisely but courteously, and never requests customer support. On the surface, she might sound like a success story.

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service ...

Medallia Inc., the global leader in customer and employee experience management, has partnered with Northumbrian Water Group, ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Melissa Puls The Fast ...