Tag: Qualtrics

In this age of social media and instant communication, customers share their experiences broadly, especially if those experiences are negative. People vote with their feet, taking their business elsewhere based on the comments of friends, peers, and even strangers online. Businesses therefore need to understand that the customer experience is critical to financial success.  The […]

Over the past decade, the balance of power in the consumer-company engagement dynamic has shifted unequivocally in favour of the customer. Once upon a time, brands spoke to consumers via one-way vehicles such as broadcast and print media. Now, there are multiple digital channels, many of them open to public scrutiny, creating a dialogue between […]