No brand will be successful at creating superb customer experiences unless all departments work together. We recently looked at expectations for 2022 and how a focus on multi-channel, end-to-end, ...

At the core of every successful CRM implementation is the creation of holistic customer profiles that provide needed information to support the key sales, marketing, and customer service processes.

Great products at eye-catching prices—that’s enough to keep shoppers coming back for more, even if your customer service is a little inconsistent, right? Think again. Online shoppers are an ...

It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Lior Arussy The Fast ...

Smart marketers already understand the value of customer retention. Existing customers are five times more likely to make a repeat purchase, seven times more predisposed to try a new offer and four ...

The average consumer consumes 100,000 words per day online. Of this group, 92% said they want brands to tell a story. The customer story is not the story of how a customer saw your product and then ...

The theory behind creating a collaborative, customer-focused team is simple. Unfortunately, simple isn’t always easy. If theory worked without a glitch, you wouldn’t be feeling the pain of missed ...