Business-to-business (B2B) customers today want the same speed, simplicity and convenience they’ve grown to love from their experiences with business-to-consumer (B2C) companies. Sounds simple, but it ...

Customer experience is a way to set your organization apart. And it all starts with your culture. Expectations for customer experience are higher than ever. From Amazon anticipating when you’ll run ...

Providing exceptional customer experiences can really set you apart from your competition. Today's consumer expects a personalized experience from the companies they choose to engage with. In fact, ...

The metaverse, a virtual reality–based successor to the internet that is populated with live people, is yet another new digital space where brands can more fully engage with their customers. But, many ...

Building a positive employee experience within your organization can improve customer satisfaction and business results. No company can succeed without engaged, productive employees, and organizations ...

Q: In a recent column you contrasted customer service and customer experience. I understand the difference now, but how should I work on my customer experience? A: So glad you asked! Customer ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Customer obsession is heralded as a virtue in business. From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Great customer experience depends on a clear story, smart use of technology and empowered employees who make it easy to do ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...