“Customer focus is part of who we are at NRG. It’s embedded in our DNA.” ~ NRG President & CEO Mauricio Gutierrez To provide this experience to our customers, employees across the organization set ...

“Embrace customer complaints” is probably a cringe-worthy idea to some of you. The thought of negative feedback may trigger something inside of you that frankly, makes you want to crumble up all the ...

Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

Imagine helping a customer find that perfect product in a retail store, and on their way to the cash register, they walk into a glass wall. After apologizing to the customer and helping them navigate ...

A framework is a basic conceptual structure or skeletal; openwork; or structural frame of ideas; a process, an organization, etc. So how can a framework be useful in facilitating an excellent customer ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. With a solid solution, manufacturers stand to gain much greater long-term value from ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

The purpose of a business is not merely to make a profit but, more importantly, to make customers. It is only from the development of that connection - between a business and its clients - that profit ...

Opinions expressed by Entrepreneur contributors are their own. The demand for an excellent customer experience is increasing as new technologies emerge. Nowadays, it’s not enough to have an ...

To 84% of today’s customers, the experience a company provides is just as essential as its products or services. It’s no longer a question—focusing on the customer experience has a proven impact on ...