Summary: C-SAT (Customer Satisfaction rating) is broken. Yet we rely on it. Yes, but how, when and why you ask for feedback is critical. Most CSAT scores are disconnected from the customer’s goal, journey stage and eventual outcome. Moreover, how you use feedback as a product or service level data point is critical to tactical...
Accessibility Is an End-to-End Design Problem
Summary: Accessibility isn’t just a compliance exercise anymore. Instead, it can show you how well your service holds up under stress, at the edges, and for the people who need…
Read more
