Customer satisfaction stagnating despite massive investment. Since 2013, U.S. companies have spent over $100 billion on CX related initiatives — with no detectable return. Pent-up customer defection ...

The 2013 holiday season proved to be challenging for retailers and marketers, with fewer shopping days between Thanksgiving and Christmas, and continued uncertainty over the economy. Analysts ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

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 ...