Are you measuring and interacting with your satisfied customers? Learn why it's essential and five steps to understand their needs and improve your CX. When I logged in to the company Slack channel a ...

Like quicksand, managing customer expectations is hard to stay on top of — a problem that’s exacerbated when 52% of customers drop a brand after a single negative experience. Thankfully, with ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Necessity is the mother of invention. In 2003, Marton Anka, ...