Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy that ...

The modern business landscape demands that companies prioritize customer satisfaction to stay competitive. This article discusses six actionable strategies to foster a customer-centric culture within ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...