I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

WITH WHAT TO WATCH FOR TONIGHT. TROUBLES, TRACKING FRAUD, UNANSWERED CALLS AND FRUSTRATED CALIFORNIANS TODAY, FOR THE FIRST TIME, WE’RE GETTING ANSWERS ABOUT WHAT HAPPENED WITH THAT MIDDLE CLASS TAX ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...