Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Forbes contributors publish independent expert analyses and insights. I write about jobs, careers, board service and the workplace. Much has been written about customer service through the years, but ...

Simple is a lot harder than it looks. Indeed, to achieve simplicity, an organization needs to be genuinely customer-focused. Extra investment will be required, as well as a special commitment from ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

Every contact center provider tells me that customer satisfaction scores (CSAT) matters, but every customer service interaction confirms the opposite. This observation caused me to write “CX Doesn’t ...

Opinions expressed by Entrepreneur contributors are their own. Every entrepreneur knows that customers are important. Without customers, you wouldn’t have a business. These are the patrons who buy ...

Editor's note: This piece was updated Feb. 21, 2025 to reflect current information and data. Customer Lifetime Value (CLV) represents a crucial metric that measures a customer's revenue potential over ...

Restaurant dining is not just about the food, at least from the customer's perspective. When customers eat out, they seek an experience that leaves them feeling good. They're likely to spend m – if ...