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 ...

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

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 ...

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 ...

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

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 ...

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 ...

As we emerge from the upheaval of the past year, brands face a daunting challenge: forging meaningful connections with customers in a volatile and shifting consumer environment. Traditional tactics — ...

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 ...

A CRM cycle is essential for businesses looking to effectively manage their customer relationships and drive growth. This process involves progressing through various stages to achieve success. When ...

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 ...

Quick responses to quotes and project inquiries help potential customers feel prioritized from the start, and often lead to repeat requests. Offering practical, thoughtful recommendations over ...