When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Opinions expressed by Entrepreneur contributors are their own. The word “engagement” has generated quite a buzz over the past several years. It seems everyone is worried about their customers’ level ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

I attribute my success in business to measuring. As the old adage says, "What gets measured, gets managed, and what gets managed, gets improved." Most business owners focus solely on hard metrics and ...

The U.S. economy faces a witches' brew of destructive macro and microeconomic problems: increasing customer switching costs ...