Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Customer service can make or break a brand. When it comes to ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry. Despite the experience and education of some ...

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

Get ready for your reviews to go through the roofs, your customer loyalty to respond likewise, and your cash registers to start ringing like they’ve never done before. When interacting with a customer ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced the findings of its new report: The New Customer Expectations for the ...

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...