The Usability Blog
A Practical Guide to User Experience Insights

Insight Into Gaining Insight


Want to know why you’re losing customers?

“Why are we losing customers?” How often does this question come up in meetings and around the (possibly metaphorical) water cooler? For many, it’s a very difficult question to answer. It’s difficult to answer because, in many cases, the data is simply not there. Typically, only 4% of dissatisfied customers will actually voice their complaints… read more

Insight Into Gaining Insight: Sonesh Shah from Bosch

Guest Author: Sonesh Shah Director of Digital at Robert Bosch Tool Corporation I was asked to co-present a session at the 2016 IRCE conference with Scott Kincaid of Usability Sciences. The theme of the session was “B2B and usability research.” For this session, our team paired up with Usability Sciences to collaborate on a round of… read more


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