There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...

The experience data metrics we collect throughout an ecosystem can be invaluable for decision-makers who devise and execute strategies in competitive marketplaces. However, many organizations face a ...

Jim Berryhill, DecisionLink Chairman of the Board & Co-Founder, is on a mission to transform customer value into a strategic asset. When virtually every company today says they are customer-centric, ...

Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and on the field of play. Both arenas require decision-making under pressure ...

In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Every organization collects customer feedback, and in doing so creates an expectation with the customer that something will be done with that feedback. However, most customer feedback goes straight ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...