As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Here’s why you need to slow down just when it feels like you should speed up. There's an inevitable feeling of fatigue at the end of a long sales cycle. I've worked alongside salespeople on very large ...

Editor's Note: This article has been updated on September 17, 2024 to include new data and information. In today's fiercely competitive business landscape, a superior customer experience (CX) is more ...

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer ...

"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 ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Whether you believe a customer is always right probably depends on which side of the counter you’re on. For shoppers, having a merchant who’s quick to rectify mistakes and listen to concerns is a good ...

“The customer is always right” was always problematic. These days, it’s a terrible policy. Research offers a better approach. You might think the problem with forcing your employees to humor insane ...