In my last article, I highlighted some data and nuance regarding customer retention. One aspect that still needs deeper reflection, though, is how businesses can care more for the people in their ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Choice is increasingly shaped by technology and growth depends as much on retention and advocacy as acquisition.

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 Collin Cohen It isn’t ...

An effective customer relationship management platform is increasingly becoming a key contributor to business success as we head into 2024, according to Joe Gallick, SVP of national accounts for ...

Opinions expressed by Entrepreneur contributors are their own. The recent surge in digital behaviors has raised the bar in customer expectations. According to a 2021 McKinsey report, 75% of consumers ...

Customers today yearn for an authentic human connection with the brands they patronize, yet many companies still rely on mass marketing tactics and transaction-based engagement models that treat ...

Traditional credit card issuers have an important role to play within the embedded payments arena. But the brand that users ...

As someone who has conversations with businesses about digital transformation every day, I hear one question come up more than any other: Where do we start? It’s a deceptively difficult question to ...

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

Nearly 70% of consumers will pay more for brands that they love. That is the epitome of successful relationship marketing. It involves getting to know customers by truly understanding who they ...

Effective communication supports long-term success. Marketers can use predictive data to find the right message at the right time. This precision maximizes engagement, allowing campaigns to get better ...