Okay, time to start the New Year the right way - with a guest post from a long-time friend whom I've only met a couple of times in person but known for years - ah social - Thomas Wieberneit. First, ...

When it comes to the customer journey, service is both the Achilles heel and an overdue opportunity to deliver new experiences and value. Over the years, executives viewed service less as a touchpoint ...

The best businesses understand their customers inside out. They know their likes, dislikes, hopes and dreams. They know why they buy and why they say no. If you don't have this information, you’re at ...

Customer success needs to be part of a company's DNA. Without properly serving customers, value proposition makes no sense. Customer success needs to be part of a company's DNA — no one will dispute ...