Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line. The old adage “measure twice, cut once” has ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

“Girl, I get a rush when we’re speeding in my car/ And sometimes it’s too much” —Tyler, the Creator (“2SEATER”) DURING MY USUAL prowling around these interwebz of ours, I stumbled across a photo that ...

Retail media networks (RMNs) have become as mainstream as existing content and advertising channels. The problem is that RMNs ...

Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

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 ...