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ANN ARBOR—To absolutely no one’s surprise, new survey results from the American Customer Satisfaction Index show that 2020 has been a tough year for retailers. Four out of five retail …
ANN ARBOR—Americans are spending more time on their personal computers at home after COVID-19 lockdowns made remote working, online education, and at-home entertainment the new normal. But while those needs …
ANN ARBOR—The U.S. auto industry, like the economy at large, couldn’t escape the crosshairs of the COVID-19 global pandemic. But that’s not the only hurdle the industry has to overcome: …
DETROIT—Officials at Henry Ford Health System announced the appointment of Heather Geisler as senior vice president and chief marketing, communications, and experience officer. Geisler will join Henry Ford on Sept. …
ANN ARBOR—Officials at American Customer Satisfaction Index LLC say satisfaction with both retailers and government services plunged in the second quarter amid the coronavirus pandemic shutdowns. As the COVID-19 pandemic …
ANN ARBOR—When the COVID-19 pandemic ramped up in the United States in March, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent …
TROY—With a steady flow of calls to wireless customer care representatives, who were moved from call centers to a shelter-in-place situation, great performance and great resolution remain intact during this …
TROY—When it comes to driving sales, as well as generating brand loyalty and advocacy, vehicles that create joy for their owners often overcomes any negatives caused by problems they experience. …
TROY—Whether it be on Facebook, Instagram, YouTube or online retailer websites, kitchen and laundry appliance manufacturers must stay connected to their customer base online, according to the J.D. Power 2020 …
TROY—The customer experience analytics firm J.D. Power has released its 2020 Initial Quality Study for new cars. The iconic study, redesigned this year, measures components that fail and features that …