The discount retail chain is a staple for treasure hunters, but recent news points toward a shift in customer behavior.

Companies spend a lot of time talking about customer service and customer experience (CX). They measure satisfaction scores, invest in training, create customer journey maps and look for ways to ...

All else being equal in the marketplace, differences in customer experience are more often than not the driver of customer loyalty. While CX covers a lot of territory, it often lives or dies in ...

Artificial intelligence is rapidly becoming part of how organizations approach customer experience. From analysing feedback and identifying patterns to automating reporting and surfacing ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

There is no concentrated effort to reduce complaints in companies. Complaints and customer problems are never put on a priority basis or a war footing. The customer effort is based on giving delight ...

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It’s 2025, and businesses across sectors have a customer retention problem. Brands across sectors struggle to keep repeat, loyal customers. This creates operational challenges and financial losses ...

Companies have spent years making it easier for customers to pay bills online. They have made less progress helping them fix a bill when something goes ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

Every consumer brand founder I get on a discovery call hands me the same diagnosis before I even ask for one: acquisition is broken. Costs are climbing, a channel that used to convert doesn’t anymore, ...

Kroger CEO Gregory Foran has been open about the fact that many of his chain's stores need work. "Our operating costs have been growing faster than our sales. That's not sustainable. And frankly, it's ...