For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations (returning to the U.S. tomorrow). Several times in my conversations with business executives, ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

Companies must consistently demonstrate relevance to earn the right to future business. To earn trust, companies must be able to deliver value at the speed of need. By delivering value at the moment ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...

It’s obvious that knowing your target customer is a critical part of operating and growing any business. Defining your ideal prospect drives all aspects of sales and marketing, but also provides ...

Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. A great customer experience ...

I define "customer service culture" as an atmosphere in which employees, management, and leadership serve their customers eagerly and effectively. (Think Nordstrom, USAA Insurance, Southwest Airlines, ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

Figuring out which customers are valuable in the beginning can save a lot of trouble and cost. We would definitely agree with that statement. Often our clients find that prospective customers give a ...