Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. My friend, David Horsager, is the world’s leading expert on ...

Building customer trust is not just about making a sale — it's about establishing a solid foundation for a long-lasting relationship. When building strong client relationships, trust is the first and ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

Compromising quality for speed, trimming services to pinch pennies, and limiting payment options to cut costs may inflate profits momentarily, but they can erode your most valuable asset: customer ...

Last year, I shared with CMSWire readers about my trip to Old Mission Peninsula, a stretch of land in northern Michigan that has transformed over time from cherry orchards into a region known for its ...

Optimizing the Use of Marketing Technology to Build Customer Trust Webinar Featuring Alex Clemente, Managing Director, Harvard Business Review Analytic Services; Lisa Loftis, Principal Product ...

There are many features that define a successful brand, but in the words of famed investor Warren Buffett, “A truly great business must have an enduring ‘moat,’” referring to a company’s ability to ...