Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

The good news is that you don’t need to fire your customers. Instead, you can make strategic changes and let customers adjust ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

We’ve all seen the signs in businesses, retail shops and elsewhere that read, “We reserve the right to refuse service to anyone.” But is that really true? Do business owners have the legal right to ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Business owners across the U.S. can take heart knowing most of their employees express a commitment to providing excellent service to customers. At the same time, new research says less than a quarter ...

The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of ...

The email wasn’t abusive or harassing, but it was worse than brusque—it was disrespectful. Downright rude. I was several years into business and had long since outsourced the general inbox to a team ...

The right to refuse service to rude customers: Is it legal for a business? We’ve all seen the signs in businesses, retail shops and elsewhere that read, “We reserve the right to refuse service to ...