In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Addressing gaps in customer expectations requires you to learn more about what customers expect when they walk into your store or visit your website and what they expect to get for their money. While ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

For many companies, one of the most challenging aspects of growth is dealing with the increased demand for customer support.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

The contact center is often overlooked, yet it is a critical component of any organisation's service and experience architecture. It's within the walls of this hive of activity that people, processes ...