Once they reach school, don’t young people start to think of themselves as students as opposed to customers? Yes and no. As the so-called customer service revolution has reached across the private and ...

I am a firm believer that the customer is the lifeblood of every business, and as such, they are a powerful force to deal with. I also wonder, if the previous statement is true, why don't these ...

Getting Back To Customer Service Basics In A Digitally Connected Era For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer ...

New research has revealed disparities in customer service experiences across the UK. The largest proportion of people receiving poor customer service are in Northern Ireland, while the highest ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

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 to ...