No matter how brilliant you are as an entrepreneurial leader at dealing with big-picture issues, at understanding what the public, in aggregate, is looking for, don’t fall in the trap of overly ...

When it comes to a demand repair service or maintenance experience, it is the customer’s mindset and technician’s process that determine the experience. In this article, I will address the opening of ...

Marketers do their level best to understand the demographic composition of their target markets — and they should. But that information paints only part of the picture. For a full customer portrait, ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

When it comes to connecting with customers online, a number of multichannel and ecommerce retailers are still stuck in the “customer support” mindset; one that views contact with a customer as a ...

You may think it’s a simple matter of semantics, or maybe you’ve grown tired of hearing the debate over and over, but I think it’s important for any organization to revisit this issue regularly to ...

Improving citizen experience has been a focus of the federal government for the past several administrations, but it was only recently that the government began talking about “customer” experience.

I have a good friend who stays on the outskirts of the capital. He was one of the earliest to have moved to that community, when it was relatively undeveloped. The place has since become very ...

If you’ve ever noticed that millennials are very accommodating, you’re not alone. In fact, millennials themselves are picking up on the fact that they tend to prioritize everyone else and put their ...

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service ...