Change is constant, as they say, and we’ve all seen a lot of that, especially in the past few years. But as I look 10 years into the future, I think we’re actually in the early days of not just more ...

Customer service has become the pinnacle of business benchmarking. The ‘Customer is King’ is indelibly etched into the fabric of many carefully scripted mission statements. We all want our consumers ...

The customer is king is a trite business mantra. But exactly, how do companies make it happen? If I will define it my way, that means giving in to a customer request, no matter how unreasonable it is, ...

Nordstrom Inc.’s salespeople are getting ready to throw out their little black books. Instead of filling pages with hand-scrawled notes about customers’ sizes and designer preferences, 20,000 sales ...