It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Are you looking for a way to connect with customers, improve brand engagement and get more sales? If so, it may be time to think about creating actionable customer personas. Customer personas are ...

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

When you hear the word “marketing,” you may immediately think of selling and getting the word out about your product. But, if you’re only thinking about marketing through this lens, you’re missing out ...

When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. These surveys serve as valuable touchpoints for businesses to gather ...

If marketers could find a silver lining from the challenges we’ve faced since March, it would be that we’ve slowed down to focus on customer engagement. If marketers could find a silver lining from ...

All humans, including the humans we call "customers," tend to remember what happens to us in our lives in terms of stories. The implication for any company striving to build customer engagement and ...

Each day, we all have access to personalized, intuitive services from countless private companies right at our fingertips, so it's no surprise we expect the same seamless online experience from ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...