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  • 'Heartificial Empathy' author Minter Dial shares insights on increasing empathy in yourself, your company, and even in your machines.

  • The path to brand attachment—one level up from brand loyalty—is long, winding, and challenging. And you can't skip ahead or take shortcuts. Here's how to get there in five strategic steps.

  • In this video, a neuroscientist explains how the brain responds to the various elements of storytelling: At various points in a story, the brain actually releases powerful hormones. The upshot: as a marketer, you can effectively engage your audiences through storytelling.

  • Loyalty rewards have been around since the 1700s, but programs have changed dramatically due to innovations in technology and e-commerce. But have those changes advanced customer loyalty? Not necessarily. But these 10 best-practices, based on research, data, and experience, actually do produce results.

  • We've all heard the old chestnut: "The customer is always right." But what about when the customer isn't right? There are in fact times you should not listen to your customers. Here are some scenarios of when you should and shouldn't ignore customers.

  • Customer lifecycle assessment is all about steady improvement—identifying weaknesses so you can eradicate them. The potential rewards of optimizing your customer retention process is so significant in the B2B world, you wouldn't want to give short shrift. Here's your action plan.

  • "Customer participation" is sometimes used interchangeably with "customer engagement," but the former is so much more than the latter. In today's competitive business landscape, customer participation trumps customer engagement. Here's why the time to invest in customer participation is now.

  • Most owners of small and midsize businesses (SMBs) say they work for more than three hours on the weekend and check business-related emails, calls, and texts during their free time, according to recent research from GetResponse.

  • Your company probably has some social media presence. But if you're not incorporating it into your strategy for marketing to customers, you're missing out. to expand your customer base, keep current customers engaged, and increase profits, take steps to build a social media marketing plan.

  • Although the phone remains the most used customer service channel by consumers, its appeal appears to be declining, according to recent research. See what other channels are being used and by which generations.