Customer service is vital to any organization, and investing in it can make all the difference in attracting and retaining clients. But the true return on those customer service investments—whether ...

With the IT spending slump showing no undisputed signs of recovery, solution providers have been wracking their brains trying to strengthen their relationships with existing clients. Why? According to ...

Customer experience can make or break a business. Learn why CX matters, how to measure it and seven ways to improve it. Businesses thrive when their customers are happy. Why? Because those people ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...