Customer centricity eased its way into business vernacular not long ago. It means different things for different brands. Ultimately, it’s about ensuring your customer and their voice have a seat at ...

It’s easy for businesses to get swept up in the day-to-day pursuit of increased market share, higher ROI and bigger bottom lines. While it’s crucial for organizations to be forward-thinking and ...

My first ever public speaking engagement went exactly how you think it would go, not well. Back in 2008, I was a junior in college and finally getting into the core meat of my major, which was ...

Every organization collects customer feedback, and in doing so creates an expectation with the customer that something will be done with that feedback. However, most customer feedback goes straight ...

Opinions expressed by Entrepreneur contributors are their own. “The customer is always right” may feel like a cliche, but it highlights a crucial component of doing business: making customer ...

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 ...

Customer experience has become a key focus for companies in every industry. Business leaders understand that there’s long-term value in being customer-obsessed—and significant risk in failing to be.

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 customer is always right’ is something we’ve all thought when dealing with a particularly rude sales clerk on a busy Saturday afternoon when they just aren’t giving our dilemma enough attention ...

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 ...

Fintech and customer-centricity go hand in hand. The Fintech movement originated from the observation that traditional incumbent banks insufficiently served their customers and focused too much on ...

A customer is defined as a person or organization that buys goods or services. When people hear the term “customer,” they might picture someone purchasing an item such as food, clothing, toys — or ...