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 ...

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 ...

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 ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...