Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

Agility is the currency of customer experience, which is why winning at the edge is essential to organizations of all sizes across every industry and geography. Creating customer obsession means being ...

Everyone's heard the old adage that "the customer is always right." It's one of the most enduring business phrases of all time. There have been endless caveats and nuances breathed into the maxim. And ...

It’s not all that difficult to find a spark for innovation, but it is nearly impossible to sustain it successfully. The few organizations that do share a singular factor: customer obsession. The term ...

If my dog were a customer who got exactly what he wanted, he would eat dozens of his favorite peanut-butter biscuits and spend the day on the couch. The returns would diminish quickly as he became ...

All companies should be obsessed with their customers, but only 15 percent actually are, according to Forrester Research vice president and principal analyst Shar VanBoskirk. Customer obsession is a ...

Some companies have undertaken a “customer obsession” focus over the past few years, and those that do it right can see a significant payoff, according to a report by Forrester Research.

Morton's, a well-known American steakhouse chain, delivered a steak to a customer timed to when his plane landed at an airport after he had asked for one in a tweet. While the act garnered headlines ...

PHILADELPHIA--(BUSINESS WIRE)--Phenom announces Customer Obsession Day, a first-of-its-kind event to showcase the latest innovations in customer service and support, including best practices and ...

Customer obsession is easy to talk about and hard to operationalize — especially at enterprise scale. In this episode of CX Decoded, we distill a CMSWire TV conversation with AT&T into five clear ...

Opinions expressed by Entrepreneur contributors are their own. Morton’s, a well-known American steakhouse chain, delivered a steak to a customer timed to when his plane landed at an airport after he ...