In a recent Voice of the Customer survey, I asked my customer’s customer, “Are the objectives of the relationship being met?” QBR’s should be scheduled just after a sale as part of the implementation ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...

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 ...

There are a lot of different things that go into starting and operating a business. You need a product or service that can sell and a team that can distribute it. You need marketing campaigns, a ...

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 ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

Our modern business literature is filled with books and articles from experts who advise businesses to exceed customer expectations and overdeliver as a way to delight customers, build loyalty, ...