The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

A good client experience can be the dividing line between success and failure. In client service, building transparency and rapport with clients, who, for their part, want to work with a team that ...

The government is working with industry to improve how it measures product and service delivery in the wake of the Customer Service Executive Order, according to the federal chief information officer.

Are you measuring the wrong metrics? Most law firms track marketing performance by looking at website traffic, social media engagement, and email open rates. But here’s the problem: while these ...