To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

The gap between what companies promise in advertising and what they deliver in experience is widening, a new report finds.

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

Organisations will always win when customer experience is treated as a continuous commitment that ensures they feel seen, valued and central to the story, not a seasonal campaign ...

By Charlotte Sarfowaa AKAN-DUNCAN The beginning of a new year often brings a sense of renewal across organisations. Leadership teams refine goals, strategies are refreshed, and commitments to improve ...

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. RetailWire, a daily online publication, asked me what three ...