Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. I had the chance to interview Thomas at a recent conference ...

ShipStation reports that delivery shapes the brand experience, emphasizing reliability, communication, and customer control ...

Entrepreneurs, business owners, and salespeople have been hearing 'the customer is always right' since as long as we can remember. It used to apply solely to the customer's desires, wants, and ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

The mantra "The customer is always right" has been baked into the American retail experience. While it originated over a century ago, it's been perpetuated by companies like Amazon. The pandemic has ...

In 2026, the CCO owns outcomes, not sentiment—connecting systems, teams and AI to deliver measurable customer performance.

As a business owner, you know your customers are the reason for your business. That’s why it’s important to consider your customers in everything you do. Your customers’ needs should be at the ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...

AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights’ survey of 1,004 business leaders, “The global AI agenda,” found that customer service ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...