Editor’s Note: The article has been updated to include new data and information. The original content was authored by Dom Nicastro. In the age of social media, viral reviews and user-generated content ...

Forbes contributors publish independent expert analyses and insights. Mike Kappel is the Founder of Patriot Software, LLC. When it comes to running a business, your customers’ satisfaction matters.

Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, ...