Resources

The Customer Rules

Delivering a top-notch customer experience is more important than ever to companies’ continued success. Several recent studies show the link between customer experience and bottom-line performance.

The Value of Individual Customers

A comprehensive study reveals insight into understanding the use of customer value data within an organization, business performance and customer value, and the impact of customer value on marketing spend.

Transaction Myopia

Executives need to shift their vision from one-off customer transactions to long-term customer relationships.

Cultivating the Top-Priority Touchpoint

Customer experience mapping shows that when it comes to customer engagement all roads lead to human interaction.

The Foundation of a Sustainable Competitive Advantage

Baylor University’s John (Jeff) F. Tanner Jr. reveals the emergent strategies organizations need to harness to keep pace with today’s speed of change.