Driving customer value isn’t just about external focus. It also requires empowering our employees. When every employee is ...

Vinod Jain is an expert in global and digital business, former business professor, consultant, speaker, and author of Global Meets Digital. Further, Carr claimed that IT is no longer a source of ...

Those of us who have seen software transition from perpetual licenses to recurring revenue SaaS businesses know there’s been a fundamental shift in how revenue is earned over time. Recurring revenue ...

The simplest way to succeed in any business is to know your customers, their needs, and how best to meet them. Connecting and engaging with your customers is easier when you know their interests.

What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly ...

Gregory Ciotti is the marketing director at Help Scout. This post originally appeared on the Helpscout blog. Earning customer loyalty is an uphill battle, but it is always worth the effort. You’ve ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

Creating personalized experiences helps build stronger customer relationships and enhances brand loyalty. Actively gathering and acting on customer feedback helps small businesses improve their ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Restaurant loyalty programs are under more pressure than ever to deliver. This means restaurants must focus on smarter ways to keep guests coming back—and spending more when they do. The good news?