In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Imagine this: a retail chain invests in a major transformation to improve its customer experience, with colorful posters on display, snazzy new uniforms for employees, and an ad campaign promising ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. In today’s hyper-competitive digital landscape, noise is the one constant.

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...