"The customer is always right." So said Harry Gordon Selfridge, the retail pioneer of the early 1900s, who is usually credited with coining that phrase. For over a century, it’s served as a practical ...

Retailers incur significant opportunity costs when the analysis focuses only on known customers. This isn’t a critique of ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Chasing every paying customer can divert your team’s focus and energy away from your strategic goals. The wrong customers also drain morale and negatively influence product development. To fire a ...

Store discounts are meant to make customers happy, but they can end up doing the exact opposite. One woman thought she was scoring a major deal on her pet’s treats, but her temper flared when the ...