There are a lot of routes you could take in attempting to nail a customer experience strategy for your organization. How do you know what’s the right answer? What efforts will bring better brand recognition,…

The below post is from friend and colleague, Amol Tembe, who also happens to be my boss! This is the first of many posts you’ll see in the coming weeks where I and/or my colleagues…

Starbucks’ CEO Howard Schultz is known for involving team members in the decision-making process at his company. When employees have a stake in authorship, they also feel a stake in the outcome, goes the theory….

Forrester Research has predicted that online retail sales will reach nearly $300 billion in the United States alone by 2015. As more across the globe turn to the web for gift ideas and for shopping…

The talk of the hour in retail and any other business model that deals with customer service (and what kind of business doesn’t, really?), is all about improving the customer experience. Why is this such…