Customer perception determines how much value your customers associate with your product. Think of it as the story people tell about their experiences with your company. If their experiences differ ...

Consumer behavior patterns can be fickle at times. Whether a brand is a household name or an unproven business that is still getting its feet wet in the marketplace, sales and marketing work ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

The perceptions consumers have of a business and its products or service have a dramatic effect on buying behavior. That's why businesses spend so much money marketing themselves, honing their ...

There has never been a more critical time to consider the importance of perception in business. In his classic 2005 book, The World Is Flat, Thomas Friedman showcased how we must improve our global ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

From the moment a borrower expresses interest in getting a loan to the final repayment, a bank’s communication strategies shape the customer’s perception of its lending process. Many financial ...