For years, experience management (XM) in quick-service restaurants (QSRs) has focused on transactions: taking orders, resolving complaints, and measuring post-visit satisfaction. But today, that ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Cody Barbo It’s common ...

“The more we added to our business, the more we added to our digital channels, so we had to rethink the way those channels were structured,” said Evan English, at left, who leads Enterprise Design & ...

In automotive technology, UX design can make or break customer satisfaction. Our journey with user experience (UX) began when we switched from having two Teslas since 2019 to buying a new Toyota ...

Customer feedback is one of the quickest and most efficient ways to improve your business. After all, who would know better than your customers what you do well and what could use improvement? The ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

Customer feedback is one of the most important resources for a business owner. Who better to highlight what your business is doing well and how it can improve than the people interacting with it on a ...

Despite all the effort and money poured into CX tools by companies, customer satisfaction continues to decline. In the United States, it is now at its lowest level in nearly two decades, per data from ...

As a business, feedback from customers and clients is incredibly valuable. There’s no better way to find out what works and what doesn’t than to go directly to the source. However, there are right and ...

A powerful tool in engineering product design as well as Information Technology is what is known as the Voice of Customer (VOC) assessment [5]. While there are many different tools associated with ...

A successful business takes note of customer feedback and acts on it to address any concerns and ensure client retention. However, because of user data concerns, it's becoming more challenging to ...