In examining the customer experience of over 500 B2B brands, we identified the six pillars behind B2B customer experience excellence, and then we tested the performance of those pillars in a recent ...

All customer service pillars involve some degree of respect. They all aim at one single idea: to give the customer the best experience possible. In other words, respect their decision to do ...

YOU CAN'T OWN YOUR CUSTOMERS. THEY CAN WALK AWAY MORE EASILY, AND MORE LOUDLY, THAN EVER. That’s why smart companies are beginning to treat customers like prized assets, despite what the ...

What has endured the test of time are the four pillars of performance in marketing and advertising ... you'll want to draw from different wells of information (e.g., your online traffic, customer ...