Customer Experience

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.

Canon CEO Joe Adachi on the Customer Connection

For the last seven years, Canon has received PC Magazine's "Reader's Choice" award winners for service and reliability of their printers and digital cameras. Even throughout the recession, Canon focused on its customer service as a way to build and maintain customer relationships.

Marketing by Assumption

Where did the Edsel, the Chevette, and more recently the Aztec and Phaeton come from?Certainly not the customer, but more likely from a committee...

Instilling the Value Proposition

One of the greatest challenges for any CEO is to get his  entire organization to "walk the talk"  in order to make every customer...

Customer Information

Have you ever wondered what happens to all the information the local supermarket collects when they scan your personal information tag on your key...
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FEATURED CONTENT

New Poll: CEOs Find Challenges In Using Customer Data To Drive Innovation

Ability to harness and sort through data for meaningful insights remains a hurdle, many say. “The key is...finding what is actually relevant.”

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CEO CONFIDENCE INDEX

August Poll Finds Surging CEO Optimism About A Potential Recovery In 2023—Or Sooner

After four months of continuous decline, our CEO Confidence Index jumped this month, as CEOs report early indications that by this time next year, the country will be in a recovery. “Business is picking up, and our clients are looking beyond 2023.”