According to the Value Discipline Model, businesses can deliver the most customer value by focusing on one — and just one — of three value disciplines: operational excellence, customer intimacy, and ...

Data and customer intimacy—how does the gathering of numbers, actions, and trends relate to successful customer relationships? Here’s how: One cannot happen without the other. The right data used ...

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 ...