The Sound Of Silence: How Companies Lose Trust By Ignoring Customer Feedback
For all those companies that don’t acknowledge customers when they share feedback—good or bad—this article is for you.
Forbes12d
Shep Hyken
Shep Hyken is a world-renowned customer service and CX expert, award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books. Hyken helps ...
Forbes4mon
We Are In A Recession…An Employee Experience Recession
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. The title of this article is the title of the first chapter of John ...
Forbes7mon
The Personalized Customer Experience: Consumers Want You To Know Them
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in the U.S ...
Forbes6mon
Crisis Management: Don’t Bring A Can Of Gasoline To A Fire
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. This is a departure from my usual customer service and CX articles.
Forbes5mon
Flying High: How Airlines Are Soaring To New Heights In Passenger Satisfaction
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. There’s good news for those who fly the friendly skies. The ...
Forbes26d
Outdated Technology Is Ruining Your Customer Experience – Here’s How AI Can Help
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when the custome ...
Forbes1mon
The Secret To EBay’s Phenomenal Customer Experience
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. eBay is an online auction and retail marketplace where customers have ...
Forbes2mon
82% Of U.S. Consumers Say Government Does Not Provide Great Customer Service
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. If 82% of U.S. consumers feel the U.S. government doesn’t provide ...
Forbes7mon
The Most Important Pillar Of Customer Service
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Megan Jones of Call Centre Helper recently interviewed me about the ...
Forbes9mon
Are Your Customers Obsessed With You And Your Company?
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. One of my favorite ways to measure a customer’s satisfaction level ...