When people think of customer experience, they often think about a moment in time. But customer experience actually encompasses all of the moments in which a person engages with a company. A simple ...

Brands send 23 promotional messages on social media for every one response they give to their audience. Yet, consumers often want to have a dialog on social; and when that doesn't happen, customer ...

Business owners love the idea of making all customers loyal customers. But, in reality, fostering true customer retention is about as easy as Donald Trump giving a soft-spoken speech: You think it's ...