Traditional retail metrics like customer acquisition cost (CAC) and customer lifetime value (CLV) are increasingly limited in providing a comprehensive view of customer value and marketing ROI. As ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

If you have one bad encounter with customer service, you leave with a terrible impression of the company. If you have great service, though, the company is one you will not forget.

Simple is a lot harder than it looks. Indeed, to achieve simplicity, an organization needs to be genuinely customer-focused. Extra investment will be required, as well as a special commitment from ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

In this article, we’ll examine these four retail engagement shifts and share how leading retailers are adapting their ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...