Customer ManagementPeer-Reviewed Research

Consumer's Report

A person placing stars in a row
How you talk about products you don’t like can speak volumes about who you are and how you see yourself.
Customer RelationsPeer-Reviewed Research

Show Them That You Care

Information technology has reshaped the way companies treat their customers.
ReputationExpert Opinion

Flight School

United Airlines reputation
How United Airlines can change course.
Customer ServicePeer-Reviewed Research

Can You Hear Me Now?

Customer narratives boost service, prompt innovation and feed a healthy corporate culture.
WorkplacePeer-Reviewed Research

Seat Of Power

What happens when the person providing your service feels empowered?
MarketingPeer-Reviewed Research

The Customer Is Always Right

Learning from customers is as important as stocking the shelves.