Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

The marketing funnel is conventionally thought of in four layers: Attract > Convert > Close > Delight. But this has become antiquated. Traditionally, marketing is all about the acquisition of ...

In today's highly competitive business environment, there's a constant and never-ending struggle that every entrepreneur must face. Those who can adapt will survive and thrive, resulting in ...

Today’s business landscape isn’t defined just by products or pricing—it’s defined by experience. Customer expectations have evolved, and businesses that fail to prioritize the customer journey risk ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

“I would like to express my sincere appreciation for Mr. George Boules … his professionalism, accuracy, and patience reaffirmed that choosing your company is always the right decision.” “Always I get ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...