An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

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 ...

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 ...

Principles of customer service are nice, but you need to put those principles into action with everything you do and say. There are certain "magic words" that customers wants to hear from you and your ...

CCOs play a critical role in today's demanding marketplace. But without the right support, authority and resources they will never achieve the intended impact. I’ve worked with several clients ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

Amazon’s launch of the AI chatbot Q represents a significant development in the integration of artificial intelligence in customer service. This advancement and others demonstrate AI’s growing ...

There is a lot of psychology involved in trying to make a sale. Here are the key principles to understand when you're marketing to your customers.