*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

There are simple ways to being customer-centric, but the tangent must be drawn from the key vision, goals and values of the company. In my past 24 years, I have had the privilege of working in various ...

Customer centricity eased its way into business vernacular not long ago. It means different things for different brands. Ultimately, it’s about ensuring your customer and their voice have a seat at ...

While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in today’s marketplace. In fact, a widely cited study conducted by ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Remember when brands first jumped on social media in the mid-2000s? Platforms like Instagram and YouTube gave businesses direct access to their target audiences – and it felt like a revolution.

Customer experience has become a key focus for companies in every industry. Business leaders understand that there’s long-term value in being customer-obsessed—and significant risk in failing to be.

Every organization collects customer feedback, and in doing so creates an expectation with the customer that something will be done with that feedback. However, most customer feedback goes straight ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...