Customer relationships

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Holiday 2020: 3 trends for retailers this season Article

Holiday 2020: 3 trends for retailers this season

The most wonderful time of the year will look a bit different in 2020. The holidays…

3 organizations on fostering long-term customer relationships Article

3 organizations on fostering long-term customer relationships

Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…

Becoming indispensable—a company that your customers can’t live without 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…

Small but mighty: Booksellers adapt to meet customer demand 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…

Connecting your CX and marketing strategy 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…

4 companies talk CX, changing course, and managing expectations 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…

6 companies tackling social justice and inspiring customers 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…

Design in Health helps solve for a better patient experience, from testing sites to nursing homes 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…

More context leads to better chatbots—and better conversation 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…

Stop for a CX moment—3 companies taking a human approach 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…

Reimagining the future of retail Article

Reimagining the future of retail

Virtual Reality and Augmented Reality have been creeping into retail for years, but COVID-19 has thrown…

How to connect with your silent customers 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…

Zappos’ ‘Customer Service for Anything’ is a very human experience 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.…

Stop for a CX moment—actionable advice from industry leaders 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…

The future of customer care: built-in flexibility 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…

Stop for a CX moment—4 lessons from leaders guiding their teams through change 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…

Marketing in a crisis looks different today than in the past 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…

Be a change leader to customer-centricity Article

Be a change leader to customer-centricity

Rowing is one of my passions and I often find myself drawing parallels to the sport…

D2C retail: Why a simple customer experience is just what we need right now 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…

Bringing empathy to product design Article

Bringing empathy to product design

There’s never been a better time to understand our customers. We have access to gazillions of…