Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Kase reports porch piracy and package theft are rising, costing retailers billions and straining customer trust as e-commerce ...

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

Buyers don't renew simply because they like your brand. They need to see outcomes they can defend to finance, operations, and security leadership. Customer retention can no longer simply be status quo ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Today’s business landscape isn’t defined just by products or pricing—it’s defined by experience. Customer expectations have evolved, and businesses that fail to prioritize the customer journey risk ...

Mercury reports on strategies for increasing profitability without raising prices, focusing on customer value, retention, and ...

AT&T added hundreds of thousands of new postpaid customers in Q3 2025, but its churn rate rose as existing users left the network. The loss of autopay discounts and billing frustrations may be driving ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...