Companies do customer service research to measure the customer's satisfaction level with the customer service department. Customer service performance can be measured by observation, personal ...

For companies that rely on excellent customer service to drive revenue, profit and customer loyalty, effective training techniques are integral. A customer service policy and formal service standards ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. It makes perfect sense that someone would bring the KonMari ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Still offering customer service primarily via phone? Get with the times. Online banking means online customer service as well. And it goes beyond email these days. Several companies are now offering ...