Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

Your grocery trips are fueling a billion-dollar data business you never agreed to. Consumer Reports found that Kroger collects and monetizes data from its 63 million loyalty program members, using ...

The American Consumer Satisfaction Index shows that the Florida grocery store is getting outranked in customer satisfaction ...

After a successful run for many years as a resilient consumer electronics giant, Best Buy was under intense pressure at the end of 2014. Even as competitors like Circuit City melted away, Best Buy had ...

The "one-person unicorn" is growing more likely to become a reality. With the wonder of AI in customer engagement, running a firm with full-time employment and efficiency can be straightforward.

In today’s hyper-connected world, passive customer engagement is no longer enough — businesses must proactively deliver timely, relevant value within customers’ existing digital journeys to truly ...

In my first article in this series, I laid out an approach for identifying the modes that people get into, and I introduced the idea of a mode map. For part two, I’d like to apply mode map thinking to ...

Let’s get back to the discussion of the definition of a customer: Are we talking about the customer as a business or the customer as a person? If the customer is a business, then it is likely that the ...