For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations (returning to the U.S. tomorrow). Several times in my conversations with business executives, ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

91% of enterprises have adopted or have plans to adopt a digital-first strategy. Of these enterprises, 48% already have a digital-first approach in place. Creating better customer experiences (67%), ...

Figuring out which customers are valuable in the beginning can save a lot of trouble and cost. We would definitely agree with that statement. Often our clients find that prospective customers give a ...

Why is it so hard for government agencies to identify and define their customer? Comments by attendees at three recent national conferences, here and abroad, confirm that government reengineers are no ...

Originally published by Don Peppers on LinkedIn: How to Define “Customer Equity” - The Right Way, Not the Wrong Way For the last three weeks I’ve been in Hong Kong and Australia for a number of ...