When you think of magical customer experiences, one particular brand probably comes to mind: Disney. Exceeding customer expectations rather than merely satisfying them is at the heart of the Disney ...

At Amazon, “Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.” That ...

The bad news blindsided Amazon customer service employees across the globe in mid-May: More layoffs had arrived. This time, it was middle managers. In one Amazon office in Europe, a senior customer ...

Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when ...

A company focused on transactional selling will find it difficult to reach great heights, especially B2Bs. A key driver for outperforming B2Bs is that they are more aggressive in “making adaptations ...