Customers
How to manage toxic customers
When dealing with toxic customers, set boundaries on acceptable behavior and take care of your own mental health, writes Naphtali Hoff.
customer experience
Marketing
See like a concierge: Ford’s massive transformation from product to experience
Allen Adamson offers a case study at how Ford Motor Co. created a “concierge service” experience for car-buyers.
Marketing
What’s all the hype about customer experience?
There's a lot of hype around customer experience, which can mean different things to different departments. For sales and marketing, CX is about exceeding customer expectations at every step of their journey, and carrying the customer through that process efficiently.
Customers
“Succession” lesson: Using your own product
When's the last time you tried one of your own products, be it a service or physical item? Going through the customer experience can be an eye-opener, says Denise Lee Yohn.
Customers
Customers are partners. Believe otherwise at your peril
Companies that don't view customers as partners may find they won't be so loyal when a crisis hits and they need them, Larry Robertson writes.
Technology
SmartSummit: Transformative technology trends and innovations in grocery retail
How grocery retailers are using new technology to glean shopper data, streamline operations and improve customer satisfaction.