Customer Satisfaction

A new species of disrupter has great products but offers even better experiences.

Major makeovers should benefit — and be noticed by — those who buy a company’s products and services.

Giving customers what they want quickly is a worthy goal. Businesses can’t always afford to do it.

When employees represent the views of customers, management needs to have their backs.

A star’s absence, even if it’s just a night off, can mean big financial losses for NBA teams.

To facilitate speed, companies must design themselves to minimize obstacles to getting work done.

Fuse pairs engineers and scientists with providers and patients to improve health care.

Product features designed to attract new customers differ from features that retain customers.

For the IoT revolution to progress, data collection and data quality both must be greatly improved.

The success or failure of bringing the IoT into an organization depends on the commitment of its leadership.

Products connected to the Internet of Things are providing unprecedented levels of information.

An online questionnaire helps assess how well a company’s supply chain and sales operations are integrated.

Customers want employee interaction, convenience, and fast transactions in their self-service technology.

Research by MIT SMR shows that effective digital strategy is strongly associated with a company’s overall digital maturity.

Research suggests that high levels of employee engagement are associated with higher rates of profitability growth.

Joining the supply and demand sides of an enterprise presents an opportunity for efficiency and value creation.

By using mobile devices, social media, analytics and the cloud, savvy companies are transforming the way they do business.

The overconfidence of presumed expertise is counterproductive. Instead, data trumps intuition.

To thrive in today’s retail environment means reexamining how both information and products are delivered.

Misguided attempts to improve satisfaction can damage a company’s financial health.