Brands must ensure customer journeys are as accurate and relevant as possible so customers and prospects can be guided into the appropriate parts of the funnel. Consumers have more options than ever ...

As businesses set new goals and standards for themselves in the new year, they should place extra emphasis on retaining customers and acting upon the valuable feedback they receive. Embracing customer ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. May 07, 2025, 11:47am EDT In December of last year, as part of ...

A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business ...

Customer insight could, of course, mean anything. With that in mind, David asked Christine to break down the different types of customer insight. “First of all, it’s important to think about what ...

Every retailer knows the power of a great customer experience. From getting a gift card offer when you’re running low on something you buy regularly to getting an email about a “stock-up” sale ...