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, ...

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 ...

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 ...

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 ...

Many hospitality organisations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. Researchers at Surrey aimed to investigate the impact of hiring ...

What do people really think when they see your brand? Do they trust you, roll their eyes, or feel like you’re the obvious choice? That gut-level reaction, shaped by every touchpoint from your website ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...