Customers stopped believing you’re listening. Survey fatigue is now one of CX’s biggest blind spots. Here’s how to fix it. Brands say they want to listen—but customers have stopped talking. Once a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On July 18, Bob Newhart, a famous comedian and actor, passed ...

Let’s be honest: Business has an addiction to anything “new.” New leads, new followers, new buyers, new traffic—the chase is constant, and the dopamine hit is real. But while leaders fixate on “what’s ...

Marketing often falters when businesses fail to connect with their audience on a personal level. A common mistake is relying on industry jargon or overly technical language that alienates potential ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Target is racing to keep shoppers from drifting away, reshaping everything from prices to store layouts as competition for household budgets intensifies. The retailer is cutting prices on thousands of ...