Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

• The way your company treats the people (employees, vendors, subcontractors) whose job it is to take care of these customers. The only thing left to add to this definition is that the measure of your ...

91% of enterprises have adopted or have plans to adopt a digital-first strategy. Of these enterprises, 48% already have a digital-first approach in place. Creating better customer experiences (67%), ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

It’s obvious that knowing your target customer is a critical part of operating and growing any business. Defining your ideal prospect drives all aspects of sales and marketing, but also provides ...

While I get set to release my newest book -- about a month from now -- I'm going to run some excerpts (maybe) and some awesome guest posts (definitely). That way, those of you starved for knowledge, ...