Many companies today are striving to differentiate their business by creating a better customer experience. But great customer service doesn’t simply come with the wave of a magic wand. It must be ...

Jim Berryhill, DecisionLink Chairman of the Board & Co-Founder, is on a mission to transform customer value into a strategic asset. When virtually every company today says they are customer-centric, ...

How do you define a successful company? Profitability? International profile? The number of users you serve? These are all valid, but in my experience, a leading indicator is the business’ ...

Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and on the field of play. Both arenas require decision-making under pressure ...

Happy employees lead to happy customers. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe ...

Opinions expressed by Entrepreneur contributors are their own. Company culture is one of the hot-button issues in C-suites today, and for good reason. Providing an exceptional customer experience is ...

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 ...

The big decision to become customer-centric is followed by millions or even billions of little decisions to implement the vision. Day after day, moment by moment, your employees are making choices ...

This session takes the fundamentals of customer experiences and frames them in a strategic business context. Knowing your company, customer, and competition is vital to experience-based ...

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, ...