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It's clear that being a truly customer-first business brings tremendous benefits in terms of customer loyalty, retention and market share. As a result, the transition towards customer-centric cultures has been one of the biggest business trends of recent years. In order to successfully manage that transition (and to maintain and…

Citi Bank is the fourth-largest financial institution in the country. And for nearly two decades, Sumeet Grover helped Citi reach its full potential, working his way up to the head of digital, mobile, product and spend engagement marketing at Citi and perfecting the company’s mobile app and mobile banking features…

Your customers are exposed to branding everywhere. Storytelling is one way to connect your brand and customer journey so that your product or service stands out. This article rounds up some great examples to illustrate the power of brand stories. Brand storytelling can have a real impact throughout the customer’s…

All things being equal, creating a better shopping experience for your customers is likely to increase sales and improve long-term loyalty. It’s as true in-store as it is online! The big question is: what does “better” actually mean? Improvement can only be measured against a standard, so let’s say we’re…

Miscommunication with your customers, clients, and partners can be fatal. Social media gaffes can go viral; jokey comments can sneak into serious emails; misguided sales pitches can fall flat on their face. When we looked at managing internal miscommunication, the best solution was unanimously a cultural change: encouraging employees to…

Airlines are known for their commitment to prioritizing passengers’ air travel experience. Right? As someone with over 10 years of industry experience, I certainly think so, and all my industry connections agree. But then we keep seeing all these disappointing statistics and headlines: Consumer complaints against airlines rise more than…

If you listen to all the noise on the internet, you’d probably believe that brick-and-mortar retail was sleeping with the fishes. “If you’re not selling online and scaling to new markets with fast-deployment growth strategies and a cutting-edge digital experience, you’re dead!” Now if you’re actually in the physical store…

With temperatures rising, it takes a rare dedication to push ahead with just about any effort -- let alone sprint forward (unless it's into the shade!). But never fear! Far from melting into a midsummer muddle, our team has indeed been pushing through the heat to bring you something fresh…

In 2020, Millennials overtook Baby Boomers as America’s largest living adult generation, and industries of all types did their best to appeal to the younger cohort’s unique preferences. Generation Z (those born between 1997 and 2012, currently ages 10 to 25) is nearly as sizeable, and every day, more Zoomers…

Health administration connecting with massive shifts in imaging technology has created the need for a different approach to radiology. Slotting it into our lifestyles with other medical resources has been and continues to be challenging. However, there's little argument that, as a specialization, it has always been at the cutting…

Do Businesses Need a Chief Experience Officer (CXO)?

Should Your Credit Union Go Branchless?

5 Storytelling Examples Connecting Brand & Customer Journey

Low-Cost Ways to Improve the In-Store Shopping Experience

Shisa Kanko: Mastering External Communications with Japanese Train Drivers

Creating Airline Passenger Experiences Travelers Will Love

Retail Stores Should Have Websites—Even Without eCommerce

This Just In! July Release Highlights

3 Ways Credit Unions Can Attract More Young Members in 2022

Radiology’s Pivotal Role in Closing Healthcare Gaps