"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

In complex business scenarios, there is no product or service that is always delivered flawlessly. No matter how fantastic a product or service is, what influences loyalty the most is the way the ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

A person is a person, an individual. With the two identities of the customer defined, we can talk about the different commerce models that represent how goods are sold. B2B: Business-to-business B2C: ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.