Customer relationships

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Neuroscience: today’s tool for understanding customers and ourselves Article

Neuroscience: today’s tool for understanding customers and ourselves

What if you could have such profound insight into your customers that you literally understood their…

Simple and sophisticated: the “mullet” imperative of seamless CX Article

Simple and sophisticated: the “mullet” imperative of seamless CX

Business is becoming even more like a mullet than we thought. Bear with me. As James…

Where do your customers stand on sustainable packaging? Article

Where do your customers stand on sustainable packaging?

These days, every time I buy something wrapped in plastic, I am haunted by the specter…

How to build a brand that will evolve with your business Article

How to build a brand that will evolve with your business

You’ve landed on the Big Idea, or at least that’s what you and your fellow sleep-deprived…

Why some retailers aren’t affected by the Amazon Effect Article

Why some retailers aren’t affected by the Amazon Effect

Austin-based startup Beardbrand didn’t plan to not sell on Amazon. In fact, James Wilson, a growth…

Messaging is open for business. Are brands ready? Article

Messaging is open for business. Are brands ready?

We’re living in the messaging era. From chatbots and voice assistants to emojis and end-to-end encryption,…

Navigating the bumpy road to a seamless customer experience Article

Navigating the bumpy road to a seamless customer experience

People talk and write all the time about seamless customer experiences. What they don’t so often…

How to use emotional data to build customer loyalty Article

How to use emotional data to build customer loyalty

In the 1990s, neuroscientist Antonio Damasio made a breakthrough discovery: people make decisions based primarily on…

People, planet, profit: Peak Design’s Green Deal Article

People, planet, profit: Peak Design’s Green Deal

Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…

3 questions to ask when choosing the right BPO for your brand Article

3 questions to ask when choosing the right BPO for your brand

When a company chooses a partner, the who and how are crucial. This is particularly true…

3 lessons from Betterment on building a customer-centric financial service Article

3 lessons from Betterment on building a customer-centric financial service

When Jon Stein graduated college in 2001, he knew he wanted to help people make better…

How startup Hello Alfred is scaling its people-first technology business Article

How startup Hello Alfred is scaling its people-first technology business

When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…

When luxury customer service is no longer a luxury, but the norm Article

When luxury customer service is no longer a luxury, but the norm

If you own a private jet, you likely also use a scheduling and concierge service, and…

The psychology of rating: It’s hard, but better, to be honest Article

The psychology of rating: It’s hard, but better, to be honest

In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…

The trust economy and why it’s okay to get a bad rating Article

The trust economy and why it’s okay to get a bad rating

Chances are, we tell our children, or we were told when we were young, not to…

From shopkeeper to “customer keeper”—how retail is shifting its focus Article

From shopkeeper to “customer keeper”—how retail is shifting its focus

Customers increasingly view a good experience with a brand as table stakes. And though creating positive…

Everyone can get service right—here’s how. A Q&A with Jeff Toister Article

Everyone can get service right—here’s how. A Q&A with Jeff Toister

It seems fair to say that getting customer service right—every time, for every customer—is right up…

Would you pay for customer service from a human? Article

Would you pay for customer service from a human?

I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…

Why gendered language is everyone’s business Article

Why gendered language is everyone’s business

It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…

Be an #A11Y—why inclusive design is good design Article

Be an #A11Y—why inclusive design is good design

Good design affects every aspect of our lives, from the tiniest interaction with our phones to…