Frederick Reichheld, who is a fellow at Bain & Company and founder of Bain’s Loyalty practice, popularized the notion of “good profits” and “bad profits.” Good profits are the result of delivering a ...

The current business landscape is competitive and fast-paced. To stand out among the competition, companies must be customer-centric. The customer experience must be at the center of every business ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of ...