Before we jump into the 8Rs of the Customer’s Bill of Rights, I really think that we need to start more at the beginning and ask ourselves a fundamental question: Who is the customer? Dr. Marien was ...

Changing consumer expectations means loyalty is no longer about points or programs; it’s about how you build a relationship with a customer based on every single interaction they have with your ...

Customers’ expectations are changing. Not in terms of how much they expect, because customer expectations have always been high—but in terms of what they expect. The defining measure of a ...

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