Addressing Cross-Cultural Comparability in Survey Data


Companies with an international footprint often wish to compare the satisfaction of customers in one country vs. those in another country, but firms tend to be much better off by focusing on the optimization of customer attitudes and behaviors within each country.
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6 Costly Customer Satisfaction Myths and Misunderstandings


What you don't know can hurt your bottom line.
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Customer-Focused Strategies in the Multi-Channel Marketplace


As firms increasingly invest in systems and technologies that create greater flexibility in building customer relations, managers need better tools to measure and manage those relationships.
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Optimizing Customer Satisfaction and Maximizing Financial Performance


Many organizations, especially those with successful customer satisfaction measurement programs, ultimately ask 'When is enough really enough?'
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Consumer Satisfaction with the Mortgage Lending Process


The mortgage banking industry presently faces many challenges and opportunities as the realities that have defined the housing market in the past few years begin to change.
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