Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

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 ...

Do customers truly judge a restaurant more by its tables than its menu? Restaurant owners may be surprised to hear how people perceive cleanliness when they go out to eat. Many factors contribute to ...

In today’s fiercely competitive retail environment, effectively managing price perception is crucial to customer satisfaction. In an era where consumers are more informed and more selective than ever, ...

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 ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

More than half of North Americans have lost trust in a company that delivers a poor experience or unclear communication "Customer communications aren't just touchpoints — they're the heartbeat of the ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Opinions expressed by Entrepreneur contributors are their own. Without a solid base of happy customers, even the greatest of business ideas is simply that: an idea. The most successful companies are ...

As the retail landscape becomes increasingly competitive, ensuring that pricing feels fair and transparent has never been more vital. In an age when shoppers are armed with more information and higher ...

TEL-AVIV, Israel--(BUSINESS WIRE)--Perception Point, a leading email and cloud collaboration channel security company, offering fast interception of content-borne attacks as a service, announced that ...