Customer Experience

A Reputation Scare Can Be a Point of Transformation

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.

Getting To The Next Level of Integration With Sales And Operations Planning

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.

Even on Kickoff Day, Green Bay Packers CEO Is Thinking About ‘Titletown’

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.

America’s National Parks: An Opportunity For CSR

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.

Want Satisfied Customers? Spend Time with Them

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.

Cedar CEO On Improving Healthcare’s Major Billing Problem

Florian Otto’s terrible experience stimulated him to start Cedar, which personalizes the billing process for patients. He talked with Chief Executive about why healthcare is no different than any other industry when it comes to consumer experiences.

Why You Should Let Your Team Fight

Fighting (in a healthy way) to build better brand and user experiences is one of the most necessary skills in today's new creative economy. Here’s how you pull it off.

It’s Time For CEOs To Start Walking In Their Customers’ Shoes

CEOs can't risk losing the trust and loyalty of their customer base over small inconveniences or bad customer experiences. More than ever, CEOs need to prioritize client retention strategies over client acquisition.

Brand Management: Lessons From Beyoncé and Reebok’s Diversity “Fail”

Andy Warhol said everyone gets 15 minutes of fame in their life. The social media version is that everyone will also suffer 15 minutes of shame. Just ask Reebok.

Horst Schulze: Customer Expectations Are The Same Everywhere

In part two of our two-part interview with Ritz-Carlton Company co-founder Horst Schulze talks with us about the differences in hotel expectations across the globe.
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CEO CONFIDENCE INDEX

CEO Optimism For 2021 Plateaus In October Amid Contentious Election And Covid Uncertainty

Chief Executive’s October polling of nearly 500 CEOs finds CEOs cautious on the eve of the Presidential election.