Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Abraham Maslow was an American psychologist who created a model for ...

A CTQ for the making of the crème brulee might look like the example below ... CTQ is just one approach to meeting your customer’s expectations. To fully understand the needs and wants of ...

As the focus on customer satisfaction increases, it is paramount that the finance industry adapts to keep up with evolving expectations. The finance industry’s main objective nowadays is to gain trust ...

Customer expectations continue to rise across all industries. According to our research, 91% of customers think companies should put more emphasis on customer service than they have in the past.