Customer SatisfactionPeer-Reviewed Research

We Aim To Please

Wall that reads: we like you too
Why customer satisfaction makes or breaks a firm.
MarketingPeer-Reviewed Research

Behind The Curtain

Cat peering out from behind a curtain
The secret power of customer surveys.
Nonprofit ManagementExpert Opinion

School Spirit

Children looking out of the windows of a school bus
What for-profit businesses can teach nonprofits about customer satisfaction.
Customer SatisfactionExpert Opinion

Cutting Corners

Scissors cutting the corner of a sheet of paper
Don't get distracted by the gleam of customer loyalty and forget the real goal: customer satisfaction.
Customer SatisfactionExpert Opinion

Positive Feedback

Satisfaction Guaranteed
Companies can earn more by deriving insights and informing strategies with customer feedback.
TechnologyExpert Opinion

Short Circuit

Group of circuit breaker boxes
Businesses like technology as a way to reach audiences quickly and nimbly. What could go wrong?
Customer RelationsPeer-Reviewed Research

Show Them That You Care

Information technology has reshaped the way companies treat their customers.
Corporate ResponsibilityFeatures

Do The Right Thing

A child's hand passing a cookie to an adult's hand
Why some companies rally to help in a disaster.
InvestingPeer-Reviewed Research

Happy Campers

To build long-term value, keep customers – and employees – satisfied.
ReputationExpert Opinion

Star Search

Corporate reputation
Video: The difference between "celebrity" and "infamy" in the world of commerce.
ReputationExpert Opinion

Saving Face

Professor Anastasiya Zavyalova discusses PR crisis
Rice Business professor Anastasiya Zavyalova shares three tips for CEOs facing a PR crisis.
Customer-Based StrategyPeer-Reviewed Research

Making Beautiful Music

There’s more to customer loyalty than meets the ear.