The difference between a customer and a consumer could seem arbitrary on the surface. But to Phil Bak, the CEO of America Customer Sentiment (ACSI) Funds, the distinction is vital. "A consumer can ...

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When I retired from marketing 11 years ago, I did a brief stint running a tourism business, putting together custom bike tours. I thought it would be an ideal semi-retirement gig -- riding bikes and ...

"The customer is always right." So said Harry Gordon Selfridge, the retail pioneer of the early 1900s, who is usually credited with coining that phrase. For over a century, it’s served as a practical ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

Every business is built on the back of its employees, but every successful business is built by the loyalty of its customers. Every business is built on the back of its employees, but every successful ...

Michelle had barely knotted her apron strings before the day turned ugly. “When I told her I could only serve regular coffee—not the waffle-flavored one she wanted—she threw the boiling-hot pot at me, ...