How do you inspire an entire organization to focus on the customer? It’s a question that vexes many a business leader, as they seek to create a customer-centric culture and a competitively ...

The advent of digital marketing has largely transformed the traditional sales process. Marketers have become accustomed to developing funnels that educate leads, address common objections, and offer ...

Businesses must make customer service and satisfaction a top priority by fostering a customer-centric culture in order to build loyalty, engagement and overall success. Prioritizing the needs of your ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Brand relevance is a constantly-moving target that CX and marketing professionals never stop chasing. For years, many leaders (including myself) have pursued a customer-centric approach to deliver ...

While I labor mightily over the Watchlist submissions (with a few surprises so far -- more than last year), I am continuing to keep you informed with weekly guest posts from prominent thinkers in ...

This post is sponsored by SAP. Successful companies have always catered to their customers, but today's consumers want more. Customers expect companies to come to them — and to provide a pleasant, ...

Retailers may believe they’re already well on the path to customer-centricity, and that only a few tweaks — such as making shoppers’ online activity visible to in-store associates — are needed to seal ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Editor's note: The following is a guest post by James Damian, former senior vice president, chief design officer of the Experience Design Group at Best Buy and former Chairman of the Board at Buffalo ...