Most companies have what they call mission, purpose and vision statements, but I have found that very few have a true customer service vision statement (CSV). The true underlying value of the what and ...

Traditional mission statements focus on the company, not the customer. To create a more customer-centric organization, start with changing your mission statement by giving it an external focus. While ...

A CX vision should be authentic, inspiring and mobilizing, breaking down a brand promise into ownable attributes and a picture of what could be. “Without a successful CX vision, an organization will ...

A mission statement is a single sentence or short paragraph that's used by a company to explain its purpose and existence. Here's how to create one.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

In a competitive marketplace, it’s not enough to simply offer a great product or service. Ensuring that your clients or customers have a memorably good experience whenever they interact with you sets ...

Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. Rather, customer service, the firm ...