Customer Experience

10 Paradigm Shifts That Are Completely Rewriting Customer Behavior

From embracing failure to understanding the ‘sharing’ economy, knowing how your customers’ behavior, and their customers’ behavior, is critical for developing a long-term strategy of success and growth.

Bridging the Gap Between Shareholder Value and Customer Value

Shareholder value is an increasingly controversial topic in the C-suite. More and more business experts point to the unanticipated risks of the shareholder value approach, arguing that the purpose of a company must be to serve the customer, not to maximize short-term profits for shareholders.

How the Shake Shack Is Capturing the Millennial Audience

The most talked-about IPO recently has been Danny Meyer’s Shake Shack (SHAK), opening at $21 a share before doubling. The offering has put one of New York’s most successful restaurateurs, until now best known for high-end brands such as Grammercy Tavern and Union Square Café, into the national spotlight at a time when well-known brands like McDonald’s seem uncertain.

A Simple System for Better Connecting and Resonating With Tomorrow’s Customer

As market leaders, we’re well aware that in today’s fast-changing business world, it’s no longer a question of if disruption will hit our industry, but rather when.

QVC’S Mike George Talks About Going Beyond TV

Once upon a time, QVC—and other television-shopping networks—catered, seemingly, to the couch potatoes of America. Its broadcasts extolled the benefits of food choppers, cubic zirconia jewelry and the like, employing a talk-show format to entice viewers to dial in to join the conversation—and to make a purchase.

How to Survive the “Customer Apocalypse”

Recently, the owner of a New York hotel decided to fine wedding couples $500 of their deposit funds for each negative review posted online by any of their guests. The policy produced a firestorm of complaints and nearly 700 reviews eviscerating the hotel. The bad press only spread from there.

The Role of the Mid-Market CEO in Customer Intimacy

Only the CEO can bring about a unified view of the customer. Therefore, the CEO must serve as the advocate to ensure ongoing company-wide customer intimacy efforts.

Building Customer Loyalty, 85-pixels at a time

How Vail Resorts keeps them coming back for a little digital love

Women: The Next Tipping Point

Your customer is changing—and you may not even know it. The Nielsen Company estimates that almost all income growth in the U.S. over the past 15-20 years is generated by women exercising their growing economic influence.

How to Deliver Superior Customer Service

Customer service is a crucial part of your business, and one that deserves your attention and your money -- you are trying to build a life-long customer relationship. Here are four focus areas to help you achieve your customer service goals.
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CEO CONFIDENCE INDEX

CEO Optimism Drops In November Amid Election Results And Covid Spike

A new poll of more than 200 chief executives finds deep concern over the incoming Biden administration—and the dangerous direction of the pandemic.