Customer Experience

CEO Arnav Dalmia discovered an entirely new—and lucrative—customer segment for the Cubii elliptical simply by reading the feedback about how it was actually being used.

The youngest consumers are today's trend-setters. Win them over, and the rest of the market may just follow. To do that, here are six things you need to know.

When your company wounds a customer in a high-profile way, the stakes couldn't be higher for your brand in 2019. AMC Theaters's CEO offers up a case study how to apologize effectively.

To be a transformative company, you have to shut out the noise and focus relentlessly on your core mission—a mission that everyone in the company must understand and buy into.

In the beginning, companies sold products. Then they sold services. In recent years, the fashionable suggestion has been that companies sell experiences and solutions,...

Here are a few of the common traps that companies rush into when they face a reputation crisis—missing the opportunity to turn their “moment of truth” into a rapid and focused relaunch of their company.

Sales & Operations Planning plays an essential role not just in tactical aspects of a company’s operation. As a strategic part of the company’s success, S&OP must be firmly ingrained in the company’s leadership and in its culture.

As the NFL kicks off its 100th season with the Packers vs. Bears, Packers CEO Mark Murphy's biggest concern might well be ensuring the future of Titletown, the economic-diversification project straddling iconic Lambeau Field in suburban Ashwaubenon, Wisconsin.

Not much is ever made of the financial impact of the national parks, but in 2018, the National Park Service has produced $40.1 billion in economic output in the national economy. Here’s why CEOs like Subaru’s Thomas Doll see the National Park Service as more than just a CSR initiative.

Studies show that as companies become more prominent, leaders become more distant from customers. They spend more time managing the organization and investors, less time with customers. To lead a thriving, customer-focused company, the CEO has to spend time with customers.