Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

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 ...

To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Abraham Maslow was an American psychologist who created a ...

There are many important things you can do to ensure you’re managing customer expectations as well as possible. From investing in the right tools and software to setting realistic expectations and ...