Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

Editor's Note: This article has been updated on April 16, 2024 to include new data and information. The original content was authored by Phil Britt. These days marketers no longer talk about ...

Personalization may be the promise, but the retail experience that customers get from their favorite brands often tells a different story.

Consumers are increasingly spending their time on the internet. According to recent surveys, average daily time spent consuming digital media ranges anywhere between six to sixteen hours. And in ...

Building and sustaining deep customer loyalty is a big task that very often comes down to the little things. Too many brands skip over those seemingly small details — and if you get them right, it’s a ...

Next year, it will be 30 years since Joe Pine wrote the book Mass Customization, in which he coined the term personalization. So much has happened in the restaurant industry over the last 30 years ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Eric Schurke As we move ...