And that requires a different set of metrics for most marketing organizations. Although most marketers track something related to opportunity development (e.g., qualified leads), and something related ...

Gathering CX metrics like CSAT provides decision-makers ... What does CSAT stand for and how can you calculate customer satisfaction? We'll answer those questions (and more) in this comprehensive ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for ...

Financial indicators, while critical, only provide a historical view and often fail to capture the complexity of ...

Customer satisfaction scores were the result of a ... “Highly engaged business units achieve a 10% increase in customer metrics and a 20% increase in sales.” Gallup provides further evidence ...

Optimize your packaging strategies for success and customer satisfaction. Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty ...

Wireless service providers continue to evolve their technology, sales, and service offerings as the needs of their U.S. business customers change to work within a dynamic business environment.

In American marketing, NPS became an unstoppable craze. Other metrics followed: the Customer Satisfaction Score, the Customer Effort Score, measurements of the entire Customer Experience.

What does it take to make customer experience a top priority in today’s service industry? We launched the Service Intel Podcast to answer that question. In each episode, service leaders join us to ...

A Texas federal judge has sided with UnitedHealthcare in determining regulators messed up calculating its Medicare Advantage ...