An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

8 Effective Customer Retention Strategies Now that we’ve made a strong case for trying to enhance customer retention, let’s discuss specific strategies that’ll help you actually do it. 1. Good Values ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Teams across the organization — from marketing through to operations and customer support — must communicate effectively with customers to nurture strong relationships. In this VB Spotlight, learn how ...

What if your SEO strategy could predict what customers want before they even search? The shift from keyword-centric to behavior-driven SEO is important. When you understand why people search, not just ...

HelloFresh's new strategy focuses on increasing Average Order Value from long-term customers and reducing costs through logistics and automation investments. Despite a competitive market, HelloFresh ...

Wabash, a leader in supply chain solutions, has announced key executive appointments effective January 15, 2025, to support its growth strategy. Drew Schwartzhoff has been named Senior Vice President ...