If you want to irritate callers, be sure to let them know when they call your customer service line that their calls are very important to you. "Your call is important to us" was the top vote-getter ...

Traditional mission statements focus on the company, not the customer. To create a more customer-centric organization, start with changing your mission statement by giving it an external focus. While ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...