Customer relationships
Latest stories Page 5
Article Neuroscience: today’s tool for understanding customers and ourselves
What if you could have such profound insight into your customers that you literally understood their…
Article Simple and sophisticated: the “mullet” imperative of seamless CX
Business is becoming even more like a mullet than we thought. Bear with me. As James…
Article Where do your customers stand on sustainable packaging?
These days, every time I buy something wrapped in plastic, I am haunted by the specter…
Article How to build a brand that will evolve with your business
You’ve landed on the Big Idea, or at least that’s what you and your fellow sleep-deprived…
Article Why some retailers aren’t affected by the Amazon Effect
Austin-based startup Beardbrand didn’t plan to not sell on Amazon. In fact, James Wilson, a growth…
Article Messaging is open for business. Are brands ready?
We’re living in the messaging era. From chatbots and voice assistants to emojis and end-to-end encryption,…
Article Navigating the bumpy road to a seamless customer experience
People talk and write all the time about seamless customer experiences. What they don’t so often…
Article How to use emotional data to build customer loyalty
In the 1990s, neuroscientist Antonio Damasio made a breakthrough discovery: people make decisions based primarily on…
Article People, planet, profit: Peak Design’s Green Deal
Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…
Article 3 questions to ask when choosing the right BPO for your brand
When a company chooses a partner, the who and how are crucial. This is particularly true…
Article 3 lessons from Betterment on building a customer-centric financial service
When Jon Stein graduated college in 2001, he knew he wanted to help people make better…
Article How startup Hello Alfred is scaling its people-first technology business
When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…
Article When luxury customer service is no longer a luxury, but the norm
If you own a private jet, you likely also use a scheduling and concierge service, and…
Article The psychology of rating: It’s hard, but better, to be honest
In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…
Article The trust economy and why it’s okay to get a bad rating
Chances are, we tell our children, or we were told when we were young, not to…
Article From shopkeeper to “customer keeper”—how retail is shifting its focus
Customers increasingly view a good experience with a brand as table stakes. And though creating positive…
Article Everyone can get service right—here’s how. A Q&A with Jeff Toister
It seems fair to say that getting customer service right—every time, for every customer—is right up…
Article Would you pay for customer service from a human?
I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…
Article Why gendered language is everyone’s business
It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…
Article Be an #A11Y—why inclusive design is good design
Good design affects every aspect of our lives, from the tiniest interaction with our phones to…