Most technology buyers understand that system capabilities represent only one part of the buying decision. Service after the sale, ease of doing business, and a commitment to meeting customer needs ...

Managers know that systems for measuring performance are foundational for leading teams that perform well. However, the existence of a rigorous system for measuring performance does not guarantee that ...

It is estimated that companies in the U.S. are losing as much as $62 billion a year due to poor customer experience alone. This has always been important. But with recent innovations in data storage ...

The depth and breadth of visibility required to meet customer’s evolving needs have changed dramatically. Customer experience (CX) measurement has been on the edge of an evolutionary tipping point for ...

Companies are increasingly aware that customer experience (CX) drives both sales and loyalty, and many are trying to measure the CX they provide. It’s hard to improve CX if one has no metrics to ...

Customer satisfaction measurement has seen a dramatic growth over the past 15 years. Many service companies spend as much as half of their research budget on the measurement of satisfaction (Savage ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

08 April 2009 Grass Roots Middle-East, the region's leading business performance specialists, have made a new appointment to expand its expertise in customer service measurement. Cathy Sparkes joins ...