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.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

Flip, a startup that claims to offer an Amazon Alexa-like voice AI experience for businesses, has raised $20 million in a ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Organisations will always win when customer experience is treated as a continuous commitment that ensures they feel seen, ...

LIMA — Forty years of waiting tables taught Kathy Fisher a few things about customer service: Pay attention to the customer, stay busy and get to know the people at the table. “I treat all my ...