Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. It’s not uncommon to hear leaders say, “We must put the customer ...

Transforming Sales Through the Power of Perspective In the competitive world of sales, success often hinges on one’s ability ...

Explores the current thinking and writing on the subject of customer-centricity, the ethos that places good service and customer-experience at the heart of a brand's strategy. Customer-centric brands ...

It’s clear why. The customer centricity which so many brands claim to prioritise – and which offers a clear route to competitive advantage commercially – relies on an understanding of a more diverse ...