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 ...

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 ...

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 ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Success in business depends on identifying what your target customers need or want and creating a total package of benefits that meets these needs in a superior fashion to your competitors' offerings.

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

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 ...