What questions are effective for uncovering emotional pain points, revealing existing processes, and directly identifying bottlenecks? Learn how to address pain points and define success metrics to ...

With stress on the banking industry ratcheting up, the first question any smart consultant would ask a growth-hungry bank is, “Have you maximized your share-of-wallet with existing customers?” For ...

— -- If I asked you, "Why do your customers buy your product or service?" could you tell me? If I probed further and challenged you, "And why do they buy from you?" do you think you'd have a ...

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. When people think of pivoting, it is often limited to their ...

Customer behavior insights. Sentiment analysis improves customer satisfaction and allows businesses to act on customer feedback quickly. Weather and sentiment synergy. Combining weather data with ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

MINNEAPOLIS -- The No. 1 priority at Stew Leonard's is satisfying the customer -- no overcooked turkeys, no reluctant employees, no indifference on anybody's part. Ever since its beginnings as a small ...

CHICAGO—The trucking industry continues to evolve, with new regulations and operational models, along with recent challenges such as the COVID pandemic and a lingering freight downturn. But one thing ...

Most CMOs see CX as vital, but few achieve it; success requires richer customer insights, journey-driven design and a culture that embeds customer-centricity. Chief marketing officers widely recognize ...