In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Imagine this: a retail chain invests in a major transformation to improve its customer experience, with colorful posters on display, snazzy new uniforms for employees, and an ad campaign promising ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. In today’s hyper-competitive digital landscape, noise is the one constant.

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Every company claims to put customers first. It is a phrase that shows up in mission statements, marketing materials, and corporate speeches. Yet, if customer-centric sales strategies were truly in ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...