In retail, they say the customer is always right, but how is that idea being translated into other industries? Is your company actively seeking out customer feedback or encouraging its leadership to sit in on discussions with current or potential clients? If not, you may be missing out on key customer priorities or making costly mistakes. Consultant Kim Proctor looks at some common customer experience pitfalls and offers advice on how to create a happier clientele.... read more

March/April 2019