Chick-fil-A feels like a diamond in the rough among fast food, but even a chain with an illustrious reputation isn't without ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

The most valuable data-centric businesses today understand that the game has changed again.

I hear this a lot in product meetings: “You know what we need to do?” Before the conversation goes a sentence further, I’ll ask, “What problem are you trying to solve?” If their response is silence or ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Customer churn—when people stop using your products or services—can be tremendously costly. That's why it's essential for businesses of all types to understand what their churn rate is and to reduce ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...