Listening becomes the CX strategy. When data is treated as a continuous conversation rather than a repository, brands can ...

"The customer is always right." So said Harry Gordon Selfridge, the retail pioneer of the early 1900s, who is usually credited with coining that phrase. For over a century, it’s served as a practical ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

In complex business scenarios, there is no product or service that is always delivered flawlessly. No matter how fantastic a product or service is, what influences loyalty the most is the way the ...

A person is a person, an individual. With the two identities of the customer defined, we can talk about the different commerce models that represent how goods are sold. B2B: Business-to-business B2C: ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...