Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

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 Toni Pisano Let’s face it ...

Forbes contributors publish independent expert analyses and insights. Just about every business owner has heard how increasing their customer retention rate by 5% can subsequently increase their ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

A compulsory reaction to recessionary conditions is to dispense of anything deemed nonessential, or a "luxury," to business objectives, and basically strip the chassis to the power train. While this ...