Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...