An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

It’s time to roll up your sleeves and reshape the ecommerce customer experience with these seven ecommerce customer experience strategies. Collaborating with a branding and content design agency can ...

For too long, customer success has been viewed as a role for individuals with excellent people skills or a background in traditional account management. While these traits are valuable, they represent ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...

We're currently living in an age of information overload. As much as we want to move past it, our behaviours and interactions with digital technologies fundamentally changed throughout Covid. We’ve ...

8 Effective Customer Retention Strategies Now that we’ve made a strong case for trying to enhance customer retention, let’s discuss specific strategies that’ll help you actually do it. 1. Good Values ...