By customer control I’m referring to those situations where the customer not just keeps changing requirements but tries to meddle in the design. This customer thinks that he is an expert or has fixed ...

Companies like to talk about being customer centric. The trouble is, most are doing more talking than listening. Companies like to talk about being customer centric. The trouble is, the majority are ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Apple decided to build its own microchips. Amazon has reached near-retail domination by focusing on convenience and speed, so it built an entire logistics and fulfillment service within a company. To ...

Did you know that 80 percent of companies say they deliver great service, but only 8 percent of their customers agree? Whoa. That is a big gap. Customer service and customer experience should be the ...