"The customer is always right." So said Harry Gordon Selfridge, the retail pioneer of the early 1900s, who is usually credited with coining that phrase. For over a century, it’s served as a practical ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

The acquisition flywheel. Customer advocacy drives an organic growth engine that converts customers and creates new advocates. Authenticity and trust. People are generally skeptics, and this ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

A person is a person, an individual. With the two identities of the customer defined, we can talk about the different commerce models that represent how goods are sold. B2B: Business-to-business B2C: ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...