Marketers with a complete understanding of these fundamentals have a major competitive advantage over those who do not. In today’s digital world, consumers’ expectations are increasingly difficult to ...

With few organizations being cited for great customer experiences today, companies need to increase their focus on customer-centricity, firmly embedding it into their corporate cultures and operating ...

In a highly competitive business environment, focusing on the needs of your customers can give you an edge over your competition. Satisfied customers are more likely to be repeat customers and to ...

As marketing and Internet technologies evolve, the key elements of managing best customers have evolved with them.Last month I discussed three of the basic elements (Identify, Communicate, Reward) and ...

A business without customers is not a business. Even a business with unhappy customers won't be a business for very long. Key to ensuring that your customers are happy—and that they keep coming back ...

Which elements of customer service are very important to consumers? What are the customer service issues that frustrate people most? To find out, [24]/7 surveyed 1,200 US consumers across four age ...

Far too many marketers overlook the fact that cultivating a customer base means tracking the behaviors of those customers for … well, forever. The time spent building a relationship with a given ...

In an increasingly competitive and globalized marketplace, businesses are now compelled to place significant emphasis on their customer care and service experience. These two elements are no longer ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 9 years old. There are two distinct ...

Companies are leaving money on the table. Breaking silos between employee experience and customer experience can lead to a massive opportunity for revenue growth of up to 50% or more. Companies think ...

In today’s totally interconnected world with its abundance of information, choices, and marketing, how your customers buy has drastically changed. Buying has evolved from a simple transaction decision ...