Customer Relationships

Here's how retailers can respond to dramatic shifts in category preferences, channel preferences, and consumer shopping behavior.

It’s crucial for brands to think ahead during a crisis. Marc Mathieu calls this strategy “from breakdown to breakthrough.”

Many small- or medium-sized businesses (SMB) are in uncharted waters right now. As business leaders, consider what you and your sales teams can do for customers by being there for them.

Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. Here's what you need to include.

When you get the details right, customer feedback will appear less of an added burden and more like the extra touch of personal attention that reinforces why a customer chose to do business with your firm in the first place.