Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is customer engagement? A Google search will provide ...

“The secret weapon that differentiates exceptional, enduring companies is the quality of their customer engagement, encompassing the full set of activities through which companies build direct ...

Buyer's remorse leads not just to chargebacks, returns, and negative reviews but also churn. When a client slips away with feelings of regret, you won't see the consequences just in your profit and ...

Beyond clicks and likes. Engagement that drives loyalty is bidirectional, relational and continual. Extend your perspective beyond superficial metrics like clicks and likes. Loyalty is more than ...