New research from Virginia Commonwealth University challenges the long-held business assumption that companies perform best when both customers and employees are highly satisfied. Subscribe to our ...

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.

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

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, ...

Uber Eats, DoorDash or Grubhub – they’re all pretty much the same business model, but one shines much brighter in consumers’ eyes when it comes to food delivery satisfaction. A new study by Intouch ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

The customer journey is more than a series of transactions between a customer and a business. It’s the foundation for building lifelong relationships with your customers and is key to a successful and ...

The average monthly electric bill continues to climb, and new data suggests JEA customers are feeling the strain.