Marketers do their level best to understand the demographic composition of their target markets — and they should. But that information paints only part of the picture. For a full customer portrait, ...

As a good businessperson, you invest in delivering excellent customer service. Current customers are great sources of higher-margin repeat business, and of a flow of referrals to new customers. The ...

When it comes to a demand repair service or maintenance experience, it is the customer’s mindset and technician’s process that determine the experience. In this article, I will address the opening of ...

A sale happens when a customer is in the mood to buy something, not when a salesperson ordains it. A prospect needs to have some very basic needs met in order to become a customer. So rather than ...

In a time of unprecedented demand and increased adoption of online ordering, customer experience (CX) data has never played a more important role in increasing customer retention and ensuring ...

For marketers, a mindset that puts the customer first is critical to competitive success. That's something marketers know. Yet, during day-to-day execution, that customer-centric mentality tends to ...

Companies inattentive to innovation get left behind–or, worse, fail altogether. While those of us over 40 fondly remember starting our weekends with a trip to the video store, for example, the ...

Fostering positive customer journey experiences takes effort and planning. Here’s a roadmap for getting to your customer journey orchestration destination. These days marketers know they have to give ...

There is a special place in Heaven for the folks who invented automated answering systems. I’m sure you have stories to tell. How much time have you wasted trying to get a human being when you needed ...

Customer success brings a new set of tactics that customer experience leaders should pay attention to. In today’s ever-accelerating digital world, most brands know that winning the battle for ...