I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. RetailWire, a daily online publication, asked me what three ...

Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here's how to keep trust alive. Trust matters most. Customer trust is the foundation of successful ...

Customer expectations have changed. Many brands claim to care about their customers, yet their actions often suggest otherwise. Poor service, slow response times, and lack of transparency push people ...

Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

We’ve all heard the phrase, “The customer’s always right.” It’s a common mantra in customer service and hospitality – and, I’d argue, should carry over into the world of SEO as well! After all, we SEO ...

AT&T is leveling up the industry with a bold guarantee to our customers, promising an elevated experience focused on connectivity they can depend on, deals they want, and the prompt, friendly service ...

Making your first sale is a major milestone for a budding entrepreneur. After developing a product, building your brand, and connecting with your audience, all your hard work is validated with that ...