Client Blog

Customers don’t always complain when something goes wrong. Sometimes they simply change their behavior. Learn how customer friction can quietly affect purchases, loyalty and retention—and why businesses need to recognize the signals before customers leave.

Forty years of customer experience research show how technology, major events and changing expectations have transformed how customers interact with businesses—while the need to serve them well remains constant.

Forty years of customer experience research have shown that effective programs evolve with businesses, customers, technology and the questions leaders need answered.

Customer experience research creates value when the right insights reach the right leaders. Learn how better information leads to better operational decisions.

Systems and spreadsheets can confirm that operations are active. They can show that locations opened, promotions launched, calls were answered, orders were processed, and required tasks were completed. But those measures do not always reveal whether customers experienced the business the way leadership intended. Operational activity and operational performance are not the same thing. A […]