Ultimately, we are shifting to an environment where success lies in anticipating what customers want before they ask for it.

Here’s what you must track to understand what’s on the minds of your customers and what influences their buying decisions. Only 54% of sales professionals go beyond selling their product and help ...

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer ...

Throughout the customer journey, it is important for a company’s customers to have positive interactions with the company at every turn. In the B2B sector, specifically, 80% of purchase decisions are ...

While Michael Connelly writes mysteries, in all his books, there’s a real undercurrent of lessons about how we can approach customer needs. I live in Southern California, so it’s no surprise I spend a ...

Agentic automation: Perhaps most significantly, conversational memory transforms AI from a transactional tool to a genuinely ...

(By Loyd Ford) Whether you have used one for decades or maybe it’s new to you or your team, having and using a strong customer needs analysis is key to building relationships and being a problem ...

Meeting customers' expectations is every company's goal. Companies strive to provide an exceptional customer experience. Most businesses will want to leverage customer experience as a competitive edge ...

Meeting the customer’s needs doesn’t always mean they’ll come back. You have to know what makes them feel successful more than they do. When you provide a customer experience and desired outcome that ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Krishna Kutty “Get closer ...