Customer satisfaction is a critical concept for customer success professionals to understand and live by, and it's actually about more than a money-back guarantee. In this post, we'll start discussing customer satisfaction: what it is, and why your business needs to start measuring

The approach of developing a generic scale to measure service quality found in quality measurement literature has long been overlooking the fact that marketing in almost all industries has adopted a segmental approach. A generic scale may not provide sufficient insights to the determinants of...