Five practical tips to start your customer excellence journey - first of nine practical guides on Customer Experience basics.
Need a customer experience guide for business leaders - look no further than Jonathan Daniels' The Customer Experience Playbook.
Innovation brings happier customers, engaged employees and better business performance - when done well. Learn how with this 4-step guide.
Answering the question - what is innovation - Mandisa Makabalo shares insights and lessons for leaders who need to innovate to improve customer experience.
A guest post by product and services strategist Margo Dwight - exploring the power of questions to understand the benefits enjoyed by your customers.
Focus on customers' jobs to done instead of designing and describing your products and services to meet your own needs.
Automation and cultural transformation seem miles apart, but won't work without the other. Great Customer Service needs more than IT.
How to automate Customer Service successfully - five good practices to make your automation work for your customers and your business
Automating Customer Service has many facets, in a guest post Lee Thomas talks about the IT considerations. Following posts in this series consider project and change management and culture.
B2B customer retention has similar features to B2C retention, but the number of stakeholders is higher and calls for great customer relationship management.
