To improve retention rates, it is important to go beyond initial standard customer service by proactively building strong relationships. Here are five tips to get started. Customer service is defined ...

Customer expectations are higher than ever before. Customers have more choices, are more connected, more social, more mobile and better educated about products and services than at any other time. A ...

The power micro-moments in the customer experience spectrum How to capitalize on micro-moments to improve customer engagement and build strong relationships Hey entrepreneurs! You’re doing everything ...

Profitable business customers are essential for growth and success, but to attract and retain them, you must devise and implement a strategy that builds, fosters, nurtures and extends your ...

While earning my second master’s in business strategy, I read The Marketing Imagination by Theodore Levitt. Levitt argued that the core purpose of a business is “to create and keep a customer.” This ...

As AI becomes more and more commonplace in business, there are some leaders who worry about it replacing the human element of customer service and engagement. Will customers really be happy talking to ...

Facing a possible economic downturn, corporate leaders often implement the strategy that causes the most pain: retrenchment with cuts in key initiatives and staff layoffs. Sometimes this is necessary.

Today’s consumers have more choices than ever before, giving them unprecedented power in the marketplace. With more competition entering the online and offline retail space, retailers find it more ...

Many e-commerce businesses adopt complex loyalty programs to keep customers around, but these strategies don’t always perform as well in today’s market. Instead, making authentic connections is now ...

Duncan is an award-winning technology industry analyst, specialising in cloud computing, blockchain, martech and edge computing. Braze, a customer engagement platform that powers interactions between ...

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