How do consumers form their perceived value of a product or service? This is the question that Bain & Company…
Customer communities aren't for every brand. Yet, facilitating communities with your customers could supercharge your marketing. This is, in essence,…
A worldwide survey of 7,000 people highlights the poor perception of customer service by consumers. In Europe and the rest of…
First party data collection has become more important than ever. With consumer concern and the inevitable demise of third party data,…
Make It Personal is the title of Adobe’s latest research on the subject of customer experience. In a nutshell, it…
Companies have been driving a wedge between them and their customers by misusing the personal consumer data they've collected. This…
A sound CRM system is a must-have in business-to-business sales. Which doesn't mean it's uniformly accepted by salespeople, who still tend…
A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it…
Contact centres might be threatened with extinction. Covid-19 changed digital experiences for businesses and customers to a point that the…
Customer service in continental Europe is often bad-mouthed. However, best practices in that area do exist. I interviewed Alexandre Oddos,…
Is France World Champion for Sales? France, world champion of sales? Give me a break... Here is a fun content…
Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined…