If you keep your employees happy, will they make your customers happy as well, through superior customer service? My knee-jerk reaction would be, “Of course they will!” But you never know when what ...

Like quicksand, managing customer expectations is hard to stay on top of — a problem that’s exacerbated when 52% of customers drop a brand after a single negative experience. Thankfully, with ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Oct 15, 2023, 11:35am EDT Oct 15, 2023, 11:38am EDT This ...

One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. It’s up to you to define what ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...