Customer experience is more than the buzz phrase du jour. It is, in fact, a powerful business driver. Customer experience is “the customer’s perceptions... more »

Social media is the big buzz right now. Too many executives want to get their business on Twitter or Facebook without really thinking about why. Often, they read an... more »

Many banks follow one of the two mainstream growth strategies: harvesting their existing customer base or pursuing competitors’ customers. Large banks usually... more »

Understanding and tapping into customer loyalty can lead to significant long-term business benefits. For many companies, however, reaching this goal can be elusive.... more »

In the multitrillion-dollar grocery industry, retailers and their suppliers continuously seek new ways to gain a competitive advantage. The result is a hugely... more »

Traditional health insurers in the United States consider employers as their customers, not end-user patients. But the industry is in a state of transition, as... more »

Customer loyalty programs are at their core tactical mechanisms for altering the behaviors of specific customers. The behaviors you most want, however, might be quite... more »

Contemporary banking customers increasingly prefer alternative channels. With the help of the Internet, mobile phones, and other emerging technologies, customers are... more »

We all appreciate the randomness of life and business, but many of us don’t fully realize the implications of the type of randomness we are subjected to. In many... more »