Customer service is crucial for business success, strengthening your company’s reputation and ensuring customer retention to earn repeat business and generous referrals. Businesses today can’t afford ...

High-quality services increase customer satisfaction and can improve your company's reputation. To reach and maintain a high level of quality in services, you have to make sure each service meets the ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. This article is more than 9 years old. Companies coming out of ...

Choosing the right CDP involves many factors. In some cases you may license a product labeled as CDP only to find you need to augment it. You have undoubtedly heard about the important role a customer ...

Customer expectations are rising as data privacy demands are growing more complex. A first-party data strategy can help you navigate between the two. Customers continue to demand more personalized ...

With an increasing number of large, national chain stores popping up everywhere, small businesses sometimes find it difficult to compete. In the early 1900s, successful companies lasted an average of ...

With the proliferation of new and emerging channels, marketers continue to struggle to determine where to invest their limited marketing dollars to achieve their acquisition objectives in the most ...

As holiday shopping season gets underway, many businesses are stepping up their focus on customer service. They spend millions of dollars developing customer-service practices that include employee ...

Businesses seeking to improve the customer experience often build customer journey maps—a visual representation of the various interactions a buyer has with a business. Building that map from the ...