Customer Experience News & Trends

How J.C. Penney failed customers: 3 ways to avoid its mistakes

In an effort to innovate, J.C. Penney alienated. Customers left in droves, and the retailer taught other businesses valuable lessons in the customer experience.

Were customers happy with online service this holiday season?

Online spending goes up every year, but are customers satisfied with their online service experiences? A new study reveals what they think.