Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

If you ask the question directly, no brand is going to tell you they’re not customer-centric. Customers are the human embodiment of your revenue, reputation and success. Of course they’re at the ...

Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value.

Everyone's heard the old adage that "the customer is always right." It's one of the most enduring business phrases of all time. There have been endless caveats and nuances breathed into the maxim. And ...

When you think of magical customer experiences, one particular brand probably comes to mind: Disney. Exceeding customer expectations rather than merely satisfying them is at the heart of the Disney ...

Some companies have undertaken a “customer obsession” focus over the past few years, and those that do it right can see a significant payoff, according to a report by Forrester Research.

PHILADELPHIA--(BUSINESS WIRE)--Phenom announces Customer Obsession Day, a first-of-its-kind event to showcase the latest innovations in customer service and support, including best practices and ...

As attendees re-entered the Austin Convention Center for a new day of Forrester’s annual B2B Summit, there was notable excitement in the air as more than 2,000 marketers prepared for another day ...

Travel advisors are a thing of the past, right? Maybe not. With shifting customer demands, an obsession-based strategy could be the answer. Geraldine Blanchard is obsessed. In a good way. As the owner ...