Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..

Brands are failing to create the positive, emotive experiences that drive customer loyalty..

One of the most effective ways to satisfy a newly acquired customer is through effective onboarding. Here are some tips on how to get off to good start with your customers..

Available at no cost for companies to implement or administer, the PayActiv financial wellness platform gives low-to-moderate income workers access to their earned but unpaid wages between pay periods..

The General Data Protection Regulation (GDPR) is a new set of rules that will soon be mandated for those businesses dealing with European consumers. Here’s what you need to know..

Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry..

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality..

Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style..

CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part!

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number [...]

A huge 81% of people say they have left a company after experiencing poor customer service..

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of [...]

When your company’s reputation depends on positive feedback your number one goal is to make sure every customer has the best possible experience..

You may be striving to keep up with the competition, but are you keeping up with the increasing expectations of your customers? Shep Hyken explains..

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis..

Malene Wessel examines some key features of live chat solutions that can result in better service and reduced costs..

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017..

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned [...]