Customer relationships
Latest stories Page 2
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…
Article Small but mighty: Booksellers adapt to meet customer demand
You could say that books are having a moment right now. With more people looking for…
Article Connecting your CX and marketing strategy
There’s more to a brand than its latest advertising campaign and tagline. It’s also how you…
Article 4 companies talk CX, changing course, and managing expectations
Despite best intentions, describing the state of the world right now as “the new normal” doesn’t…
Article 6 companies tackling social justice and inspiring customers
As many as 70 percent of consumers want brands to take a stand on social and…
Article Design in Health helps solve for a better patient experience, from testing sites to nursing homes
Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…
Article More context leads to better chatbots—and better conversation
We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to…
Article Stop for a CX moment—3 companies taking a human approach
For some of us, sheltering-in-place may not have a clear end in sight. For all of…
Article Reimagining the future of retail
Virtual Reality and Augmented Reality have been creeping into retail for years, but COVID-19 has thrown…
Article How to connect with your silent customers
Most customers don’t leave feedback. Some research shows that, in fact, 85 percent of customers won’t…
Article Zappos’ ‘Customer Service for Anything’ is a very human experience
As an extrovert, I’ve been struggling with a lack of social interaction while working from home.…
Article Stop for a CX moment—actionable advice from industry leaders
As we gradually adjust to the nuances and complexities of this “new normal”, businesses are focusing…
Article The future of customer care: built-in flexibility
Customer contact centers have always been divided between remote work and in-office work, with arguments for…
Article Stop for a CX moment—4 lessons from leaders guiding their teams through change
There’s no predetermined “right” way to run a business during a global pandemic. Over the last…
Article Marketing in a crisis looks different today than in the past
During a crisis, when the unknown is immense and the only constant is change, the natural…
Article Be a change leader to customer-centricity
Rowing is one of my passions and I often find myself drawing parallels to the sport…
Article D2C retail: Why a simple customer experience is just what we need right now
“Don’t create products people don’t want” may be the ultimate way to remain customer-focused as a…
Article Bringing empathy to product design
There’s never been a better time to understand our customers. We have access to gazillions of…
Article Soothing consumer anxieties with ‘calm commerce’—a rising trend in retail
Many of us are as obsessed with optimizing every part of our lives as we are…
Article Striking the right balance as chief customer officer
According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired…