It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Are you looking for a way to connect with customers, improve brand engagement and get more sales? If so, it may be time to think about creating actionable customer personas. Customer personas are ...

If marketers could find a silver lining from the challenges we’ve faced since March, it would be that we’ve slowed down to focus on customer engagement. If marketers could find a silver lining from ...

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. These surveys serve as valuable touchpoints for businesses to gather ...

Customer value mapping is an established concept and has various definitions. Unfortunately, many companies get lost with customer value mapping. Too often, the exercise becomes entirely focused on a ...

I recently wrote about the growing hype in marketing circles around customer satisfaction and the Net Promoter methodology. Developed by Fred Reichheld, Net Promoter is a loyalty metric and a ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--Low prices. Lightning-fast customer service. Free shipping and returns. The giants of industry have raised customer expectations to new heights, ...