There are simple ways to being customer-centric, but the tangent must be drawn from the key vision, goals and values of the company. In my past 24 years, I have had the privilege of working in various ...

Employees recall the values and goals of their company when providing exceptional customer service. They know what they are “supposed to” do. However, it is a mistake for companies to treat ...

Camille Nicita is President & CEO of Gongos, Inc., a consultative agency focused on driving customer centricity for Fortune 500 companies. When it comes to upselling and loyalty programs, consumers ...

The human element is the cornerstone of exceptional customer experiences (CX), as employees directly influence how customers perceive their interactions with the organization. According to Berry et al ...

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A great customer experience depends on great employees. More than almost any other topic, as a customer service consultant and customer service trainer, I get asked for my thoughts on this key element ...

The real reason your CX initiatives stall has nothing to do with strategy. It has everything to do with habits. Adapted from Source: Clear, J. (2018). Atomic habits: An easy & proven way to build good ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

The problem with "ready, aim, fire" is the "aim" part. In the world of customer experience (CX), collecting customer data is like being "ready." Collected data is the starting point for any CX program ...

Traditionally, sales and finance have operated in silos, with very different objectives. While sales teams have focused on finding customers and selling products, finance teams have focused on ...

Preface: You Must Read This Before Entering the Time Capsule Preface: You Must Read This Before Entering the Time Capsule (pp. vii-xx) https://doi.org/10.2307/j ...