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Expert Opinion

Peer-reviewed research applied to the news of the day

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Social Media | Expert Opinion
What’s at the heart of campaign word storms?
November 05
Customer Satisfaction | Expert Opinion
B-to-B customers aren’t like retail shoppers. Here are eight ways to keep them satisfied.
October 15
Customer Experience | Expert Opinion
Think customers crave delightful extras? In fact, they report more satisfaction when firms simply avoid disappointing them.
October 07
Leadership | Expert Opinion
What happens when coercive leaders feel cornered?
September 17
Comic Relief | Expert Opinion
How do you decide whether to sell your Harvey-drenched home?
August 27
Donation Behavior | Expert Opinion
As the list of customer metrics grow, which ones indicates financial growth, and which are just a fad?
April 18
Nonprofit Management | Expert Opinion
What for-profit businesses can teach nonprofits about customer satisfaction.
April 15
Customer Satisfaction | Expert Opinion
Don't get distracted by the gleam of customer loyalty and forget the real goal: customer satisfaction.
April 11
Negotiations | Expert Opinion
How a dignified display of ire can add a positive glow to negotiations.
April 09
Pricing | Expert Opinion
How to raise prices without driving away customers.
April 03