As an entrepreneur, you can't afford vague messaging. When your value proposition is unclear, every sales conversation ...

What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly ...

“Whom you often long to speak to during a customer service call." This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had ...

About two-thirds of consumers say they believe brands value new customers more than existing ones, according to a survey released Friday by email marketing platform GetResponse. That share rises to ...

Acquiring a customer is expensive. Losing one is even more costly. But companies can build sustainable growth not only by expanding their customer base but also by extending the value derived from ...

What customers want is actually very simple. They want to explain what’s happening, feel understood and reach a resolution, ...

The 2025 U.S. Open delivered a master class for golfers and procurement leaders alike. When thunderstorms on June 15 transformed golf's most demanding major into what many called "unplayable", J.J.