*We’ve all heard it: “The customer is always right.” But in reality, how many businesses actually live by this principle? In the age of digital disruption, the companies that thrive aren’t just the ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

With few organizations being cited for great customer experiences today, companies need to increase their focus on customer-centricity, firmly embedding it into their corporate cultures and operating ...

During periods of inflation and economic downturn, such as what we’re experiencing currently, business leaders tend to develop conservative mindsets. There is a common, natural mindset that people ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

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 ...

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 ...

Remember when brands first jumped on social media in the mid-2000s? Platforms like Instagram and YouTube gave businesses direct access to their target audiences – and it felt like a revolution.

From Fortune 500 companies to startups, companies that prioritize customer centricity stand out in the market. They understand that customers are more than just revenue sources—they are the foundation ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...