In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Across industries, and particularly in professional services, it’s becoming increasingly important to shift toward a client-centric approach. In fact, I believe relationships should be central to your ...

Imagine this: a retail chain invests in a major transformation to improve its customer experience, with colorful posters on display, snazzy new uniforms for employees, and an ad campaign promising ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...