What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement. Businesses have access to a number of ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line. The old adage “measure twice, cut once” has ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The numbers are out. NewVoiceMedia’s 2018 “Serial Switchers” ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...