If you don’t understand your customer, you will fail. In business development, I see salespeople make the mistake of going into customer meetings ready to rattle off the features and benefits of the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Breaking news! It already is! And that means your marketing, ...

Our customers are being rewired. Are you freaking ready for this? KYC or “Know your customer” has always been marketing’s most important commandment — not because it sounds good on a keynote slide, ...

Discover how top brands are using smarter insights to win more business. It’s one thing to have an idea of who your customers are. But it’s quite another to actually know them. The more companies ...

The heart of any transaction—be it between you and your barista or between a Fortune 500 business and its software vendor—is a person-to-person interaction. But today’s data-saturated and ...