Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

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, ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Think you have a successful CX strategy in place? Your customers might not agree. Learn exactly what the CX perception gap is and what causes it. Customers and organizations have widely different ...

More than half of North Americans have lost trust in a company that delivers a poor experience or unclear communication "Customer communications aren't just touchpoints — they're the heartbeat of the ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

As the retail landscape becomes increasingly competitive, ensuring that pricing feels fair and transparent has never been more vital. In an age when shoppers are armed with more information and higher ...

Opinions expressed by Entrepreneur contributors are their own. Without a solid base of happy customers, even the greatest of business ideas is simply that: an idea. The most successful companies are ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

The atmosphere of a restaurant can make or break a dining experience. The Role of Seating in Customer Perception Understanding Customer Behavior in Restaurants Types of Restaurant Seating and Their ...

Do customers truly judge a restaurant more by its tables than its menu? Restaurant owners may be surprised to hear how people perceive cleanliness when they go out to eat. Many factors contribute to ...