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In a world where consumers have more information and choice, the imperative for every organization is to make customer-centered decisions.

Customer journey maps are one vital tool that can help business leaders adopt this customer perspective. Read More

We have a list of who we think are the top thought leaders on customer experience. These people are subject matter experts in their fields and have consistently shared their views, opinions and data to the world through their books, articles, blog posts and social media status updates. Read More

One of the most memorable experiences we had was dining at a Michelin-starred restaurant, Le Table de Patrick Raingeard. While sipping my champagne and feasting on perfectly cooked duck, I reflected on what a good job the restaurant had done to ensure our customer experience was elevated. Read More

Are you wowing your customers and knocking their socks off with your fabulousness? Your small business depends on this! It's your opportunity to get a leg up on the big boys. Here's how to show your customers some love... Read More

It's essential for starting companies to make sure that their priority among all others is customer service. It's ideal to start great with customer service but there may be changes and/or unavoidable situations that would require a company to re-evaluate its customer service strategies and process Read More

B2C companies have plenty of loyalty marketing tools at their fingertips—from loyalty cards to mobile apps. But what about B2B companies? Building customer loyalty is just as important for you. In fact, 44 percent of B2B companies report that 60 percent or more of their new sales are made to existi Read More

Looking for new ways to eliminate customers’ stress while they wait for customer service? Try reducing the wait — or at least giving the impression you’re reducing it, a new study of customer psychology suggests. Read More

The longer a customer has a relationship with you, the more they are likely to spend, and the larger the transactions are likely to be. Your repeat customers are also valuable because their word-of-mouth marketing brings more business your way. Read More

Engagement is all about building a strong, loyal relationship. That’s how you get repeat customers and a strong reputation.
So, how exactly do you encourage and build this? That’s what today’s post is all about. Read More