Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Most of these brand names shouldn’t surprise you. There will be ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and ...

However, many companies fail to deliver excellent customer experience. Yet, poor customer experience drives brand switching—typically a key reason for three quarters of lost customers. And most ...

Leadership also plays a significant role in developing and promoting a culture of service excellence. SM Store managers undergo leadership development programs that include customer-focused modules.