An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Holiday shopping seasons and other peak periods are huge opportunities for a profit boost, but also introduce challenges as customer expectations ramp up. Everyone feels the pressure to deliver during ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Rimini Street (RMNI) receives Stevie Awards for Front-Line Customer Service Team of the Year and Best Customer Satisfaction Strategy, and the 2025 AI Excellence Award by Business Intelligence Group ...

Brands racing to meet these shifting expectations are eagerly implementing digital solutions that promise efficiency and accuracy in an omnichannel environment. But this focus on digital ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

“Customer retention” refers to any effort to keep a customer satisfied enough with your product or service to continue using it. Customer retention is an important aspect of business strategy and, ...