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Customer Experience Conundrum – The Fine Line Between Self-service and Customer Service

Posted on 06.21.2018 by in Misc

Self-service, when it works, it is a wonderful thing: online shopping when insomnia strikes, checking in for your flight on the way to the airport, using your phone to hail a ride downtown. However, there are still plenty of occasions  

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Customer Advocacy: It’s a Win-Win

Posted on 11.30.2017 by in Engagement Strategy

A vibrant customer advocacy program is not just a selling tool, it is a win-win for both the organization and the customer.

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Small Gestures Create Differentiated Customer Experiences

Posted on 09.28.2017 by in Engagement Strategy

At Farland Group, we hear the term “differentiated customer experience” frequently during our calls with clients. Businesses are constantly looking for ways to “wow” their customers and give them a compelling reason to revisit their store, click on their website  

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Retail Therapy: 3 Secrets Behind Thriving Brick-and-Mortars [Article]

Posted on 08.30.2017 by in Engagement Strategy

[AS SEEN IN TOTAL RETAIL] Three common traits shared by successful retailers navigating omnichannel experiences

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Customer Advisory Boards

An advisory board is a powerful engine of engagement, insight, and business transformation. Make the most of yours.

A Board Success Factor: Business and Industry Expertise » Advisory Boards: How to Extend the Value »

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Engagement Strategy

Like any good relationship, customer engagement is a long-term, reciprocal effort. When done well, meaningful engagement leads to better business results, faster.

Engage Your Customers to Help You Stop Pitching » Getting to a Customer Engagement Mindset »

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Understanding the C-Suite

Want to improve your standing with your C-suite customers? Deliver what executives want: ideas, inspiration, innovation, influence.

C-Suite Insight: Digital Disruption » Looking to Engage Executives? First, Understand What They Want »

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