As customer expectations grow, retail organizations must rethink what strategies and tools they use to optimize the overall customer experience. Customer experience (CX) can make or break a retail ...

*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

With few organizations being cited for great customer experiences today, companies need to increase their focus on customer-centricity, firmly embedding it into their corporate cultures and operating ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Remember when brands first jumped on social media in the mid-2000s? Platforms like Instagram and YouTube gave businesses direct access to their target audiences – and it felt like a revolution.

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

Customer centricity is vital to business survival in today’s marketing landscape but what does the term really mean and can a brand ever truly lay claim to it? Melanie May investigates Giving ...

Bjoern Neal Kirchner from Henkel (left) and Anouk Schoenmakers from Bluecrux (right). Photo Credit: BizClik Media More than two years ago, Henkel’s (Düsseldorf, Germany) Adhesive Technologies business ...