Companies spend a lot of time talking about customer service and customer experience (CX). They measure satisfaction scores, invest in training, create customer journey maps and look for ways to ...

I was leading a discussion about value propositions with a group of product developers and marketers. We were getting ready to launch a new product, I was helping develop the launch plan. “We provide ...

IntroductionIn the business world, "products" and "solutions" are often contrasted.In a product-based business, you develop ...

Artificial intelligence is rapidly becoming part of how organizations approach customer experience. From analysing feedback and identifying patterns to automating reporting and surfacing ...

All else being equal in the marketplace, differences in customer experience are more often than not the driver of customer loyalty. While CX covers a lot of territory, it often lives or dies in ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Design thinking helps teams avoid pitfalls by encouraging them to question what they think and examine a challenge from ...

There is no concentrated effort to reduce complaints in companies. Complaints and customer problems are never put on a priority basis or a war footing. The customer effort is based on giving delight ...

It’s 2025, and businesses across sectors have a customer retention problem. Brands across sectors struggle to keep repeat, loyal customers. This creates operational challenges and financial losses ...

Every consumer brand founder I get on a discovery call hands me the same diagnosis before I even ask for one: acquisition is broken. Costs are climbing, a channel that used to convert doesn’t anymore, ...

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