Satisfied customers today expect information and interactions on-demand, personalized and simple, thanks to digital tools directed at “now,” “me” and “ease.” The massive changes in relationship-­building in a digital world are reflected in Millennials’ behavior, for example. As 27 percent of the population, Millennials check their smartphones an average of 43 times each day and expect the customer experience to be consistent across online, store or mobile. Rapid conversion to these changing appetites clearly has been challenging for many industries; in fact, leading businesses, such as Circuit City and Radio Shack, failed to adapt. Read more >