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 ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

In today's competitive business world, providing exceptional customer service is a crucial part of any company's success. While having knowledgeable managers and customer service representatives is ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Truly effective customer service is rooted in empathy, because it’s people who reach other people, and customers crave that kind of authenticity in their interactions with brands. A customer service ...

CCOs play a critical role in today's demanding marketplace. But without the right support, authority and resources they will never achieve the intended impact. I’ve worked with several clients ...

There is a lot of psychology involved in trying to make a sale. Here are the key principles to understand when you're ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Amazon’s launch of the AI chatbot Q represents a significant development in the integration of artificial intelligence in customer service. This advancement and others demonstrate AI’s growing ...