We were driving home from one of our regular trips to the local taco bar when my wife randomly said, “I need to order some vinyl.” Now I’m not one to turn down any opportunity to add to our steadily ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

QUEUES, whether at a bank branch, a telco store or even online inside an app, can give customers the space to reflect on their sentiments about the services they’re availing. Some think about the time ...

Most companies try hard to run their business in a customer-centric way. They strive to provide positive experiences, deliver value, and earn loyalty. However, many struggle to succeed at becoming ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

A loyal shopper notices the price of their usual olive oil has risen three times in as many months. This feels arbitrary and unpredictable, eroding trust. They wonder: Will it be higher next week?

Customer journey orchestration promises improvements to the customer experience by offering brands the ability to tailor the steps, reactions and automations that occur as a consumer makes their way ...

Most successful organizations share the ideal and the strategy of always putting the customer first. Whenever an organization falls short of that ideal, it might be overlooking its most valuable ...

Fleet management companies (FMCs) keep the wheels of commerce turning—literally. Almost any business that relies on a fleet of trucks, delivery vans or other vehicles depends on a FMC behind the ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

We’ve all heard the phrase, “The customer’s always right.” It’s a common mantra in customer service and hospitality – and, I’d argue, should carry over into the world of SEO as well! After all, we SEO ...

Whether rolling out the latest Android OS or something else, careful planning and transparent communication are key to ...