Customer relationships
How social advocacy is shaping retail consumer trends
Research reveals that, for the first time, consumers’ new leading value is equality.
Latest stories
Article Post-pandemic trends from a futurist: what consumers and employees want next
We’ve heard it a thousand times: “the pandemic is unprecedented.” And it’s true—COVID-19 has changed the…
Article The hottest CX trends for retailers are anything but trendy
Amidst industry upheaval, a focus on the customer experience is a mainstay.
Article Stop for a CX moment— 4 industry leaders on thriving under adversity
As the world adjusts to the “new reality” of the pandemic, industry leaders look back on…
Article Inspiring customer loyalty by giving thanks
We’re not the only ones who are lulled into a stupor of customer satisfaction in response to service steeped in gratitude. See how you can inspire customer loyalty by giving thanks.
Article Why the employee experience is the customer experience
The second time I speak with Colleen Berube, CIO and SVP of Operations at Zendesk, she…
Article Holiday 2020: 3 trends for retailers this season
The most wonderful time of the year will look a bit different in 2020. The holidays…
Article 3 organizations on fostering long-term customer relationships
Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…
Article Becoming indispensable—a company that your customers can’t live without
James M. Kerr called his newest book Indispensable: How to Build and Lead a Company Customers…