Customer experience audits are getting better, but marketers aren’t taking advantage of continuous optimization of customer experience. Customer experience is the key for companies to stay competitive ...

A customer experience transformation is a lot of work. There are a lot of pieces that must come together — in other words, a lot of foundational elements that must be in place — in order to ...

Understanding and enhancing customer experience (CX) is not just an opportunity for today’s customer-centric businesses — it’s a necessity. But how does a business know if it’s actually ready to take ...

Zappos has set a new standard for customer service. It had to because when it started, no one ordered shoes online. Free shipping and returns and great customer service is what won the day for Zappos.