Discover how a social sentiment indicator evaluates social media data to assess business performance and forecast stock ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Sarah Denman, vice president of insights ...

The gap between brand vision and positioning and customer perception isn’t always obvious at first. But it can be damaging. Over time, it can weaken loyalty, erode trust, and open the door for ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

ANN ARBOR, Mich. — Market research has shown signs that consumer confidence and satisfaction is improving. The American Customer Satisfaction Index (ACSI) continues to climb, registering a second ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

The perceptions consumers have of a business and its products or service have a dramatic effect on buying behavior. That's why businesses spend so much money marketing themselves, honing their ...

New research reveals 66% of brands see CX improving — while only 17% of consumers agree. What's behind that major customer ...

Think you have a successful CX strategy in place? Your customers might not agree. Learn exactly what the CX perception gap is and what causes it. Customers and organizations have widely different ...

The physical environment of your company can have a substantial impact on the way your customers or clients feel about your business. This can have a positive or negative reflection on perception and ...

It only takes a matter of seconds for your customers to form an impression of your business, and often, that first impression starts with your employees. Workwear uniforms can be a key step in ...