A deep understanding of customers requires a diverse library of segmentations.
Following these five simple steps will help you handle any complaint a customer can throw at you.
Believe it or not, brands are about more than just taste, smell, or a sense of satisfaction.
While it’s a good thing to seek customer feedback, you can reach the wrong conclusions if you don’t do it right.
We asked this question to leading marketing and customer experience professionals and their answers may surprise you.
You just let down a customer. Now’s the perfect opportunity to create a brand advocate.
As important as it is, getting to a common definition of a customer often times gets lost in strategic planning.
Recently, I found out that thinking an airline lost your bags is nearly as bad as actually losing them.
Believe it or not, a terrible experience can still be turned into a positive emotional connection with a customer.
What turns happy customers into brand fanatics, or slightly dissatisfied customers into vocal detractors?