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 ...

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 ...

In the dynamic food and beverage (F&B) industry, enhancing customer engagement is an ever-important goal for any business owner. From crafting a compelling, unique selling proposition (USP) to ...

In business, “collaboration” is the default answer to the question, “How can we drive a philosophy of customer-centric behavior across our company?” While collaboration is indeed necessary, it’s not ...

Back in 2020, I wrote an article titled Customer Engagement or Customer Entrapment? In it, I questioned if brands are truly engaging with customers, or if they are “simply” entrapping them. Seems like ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

In an age where customers have seemingly infinite choice and near-instant access to alternatives, how a business delivers is often just as important as what it delivers. That’s where Customer ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

In the past, customer segmentation was often retrospective. Using historical trends, marketers identified discrete audiences of customers, developed and executed strategies to reach those groups, and ...

Most senior marketers say that customer strategy is not equally owned by Marketing and Sales in their organization, according to recent research from the CMO Council and KPMG. The report was based on ...

Many businesses aim to maximize profits through growing revenue and minimizing expenses, which a proper customer retention strategy can help them achieve. The savviest businesses understand customer ...

Kate Rush Sheehy has joined PMG as vice president, customer strategy. Sheehy's charge is to lead the company's travel practice, guiding strategy for travel and hospitality clients. As AIreshapes the ...