Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Every contact center provider tells me that customer satisfaction scores (CSAT) matters, but every customer service interaction confirms the opposite. This observation caused me to write “CX Doesn’t ...

Forbes contributors publish independent expert analyses and insights. I write about jobs, careers, board service and the workplace. Much has been written about customer service through the years, but ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

Simple is a lot harder than it looks. Indeed, to achieve simplicity, an organization needs to be genuinely customer-focused. Extra investment will be required, as well as a special commitment from ...

Opinions expressed by Entrepreneur contributors are their own. Every entrepreneur knows that customers are important. Without customers, you wouldn’t have a business. These are the patrons who buy ...

Restaurant dining is not just about the food, at least from the customer's perspective. When customers eat out, they seek an experience that leaves them feeling good. They're likely to spend m – if ...