Traditional mission statements focus on the company, not the customer. To create a more customer-centric organization, start with changing your mission statement by giving it an external focus. While ...

Marketers are always looking for new ways to reach customers and improve brand experiences while, of course, delivering the greatest possible ROI. But what if I told you that a department in your ...

Most companies have what they call mission, purpose and vision statements, but I have found that very few have a true customer service vision statement (CSV). The true underlying value of the what and ...

The last hundred years have seen saw endless discussions of the purpose of a firm, as professional managers took over from the 19th century owner-entrepreneurs, like Rockefeller and Carnegie, and ...

Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...