Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Businesses can transform satisfied customers into passionate brand advocates by consistently exceeding expectations through a ...

Insider spoke with a longtime Ikea employee about working in retail. They said they think the relationship between customers and customer-service workers is broken. This is their story, as told to ...

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 ...

If your organization isn’t tapping into the benefits of customer relationship management, it could fall behind the competition. Many business owners are already aware of Customer Relationship ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...

It's been well documented that the COVID-19 pandemic accelerated digital transformation initiatives. ZK Research data found that 74% of companies have moved digital initiatives up by at least one year ...

CEO and Founder, The EQ-i Coach; author of Emotion at Work: Unleashing the Secret Power of Emotional Intelligence; public speaker and coach. What do you do when you have numerous stores to run, loyal ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy.

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...