“If your retention is poor, then nothing else matters.” This statement by Brian Balfour should be front and center in the management discussions of every subscription-based business. Recurring revenue ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Understand innate reactions. Customers are people, and like all human beings, have subconscious reactions to their environment. Improve CX through customer behavior. A psychological lens can help CX ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

But what if the customer that leaves is yours? What then? Customer loss is, of course, part of running any business. But because existing customers typically account for upward of 70 percent of a ...

Data plays an integral role in the success of a marketing campaign. Without data, it's impossible to understand what your customers want or how they interact with your brand online. Modern businesses ...

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It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

Both customers and service providers must grasp the difference between a technology “deployment” and an “installation” to avoid shortcomings in security system usability, reliability, and operational ...