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The days when social media was a niche marketing tool are long gone. It is estimated that there will be about 2.1 billion social network users worldwide in 2016, up from 1.4 billion in 2012,...

As we near the end of 2015, I look back and think of this year as an important intersection—one that saw increasing connectivity between our physical and digital worlds. This was made...

"Of all the things I could talk to you about, what should I talk to you about?" The quote from eBay 's Zoher Karu summed up what most people were looking to learn at this year's...

Loyalty depends upon how banks treat customers when they interact with the organization. Free checking and low interest rates no longer dictate competitive advantage. But, when it comes to...

Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

Historically, the Chief Marketing Officer (CMO) has been focused on brand management and lead generation, not technology. But in the digital world that we now live in, technology-enabled marketing...

Becoming a customer-focused organization starts with a company’s culture. Organizational leaders must provide clear guidance on what is expected of their employees and the proper training and...

For many retailers, the holiday season presents an outstanding challenge, as brands are unprepared to handle such high volumes of inquiries and service requests. But, for those who focus on...

Marketers know that winning customers is only half the battle; retaining them includes a slew of other challenges. It often takes only one negative experience to lose a customer. But given that...