Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: - Purchase frequency and volume - Inv…

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The…

Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as…

You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at…