A 2016 survey of executive leadership found that 90% of CEOs believe that consumers are one of the greatest impacts on business performance and strategy. However, customer satisfaction provides an ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

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 ...

This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

Nathan Eddy works as an independent filmmaker and journalist based in Berlin, specializing in architecture, business technology and healthcare IT. He is a graduate of Northwestern University’s Medill ...

As organizations design the experience they want to offer their customers, two important questions surface that all leaders should consider: How will your unique customer experience be measured? And ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More “Your most unhappy customers are your greatest source of learning.” Bill ...

Who would you say is the most important part of your company’s success: your employees or your customers? I believe both greatly impact your day-to-day operations and your bottom line. And I’ve ...

Do the following statements describe your company's approach to gathering customer data? We ask customers to comment only on what they have experienced firsthand because we need reliable data, not ...