The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...

When you call customer service and get a real, live person on the other line, do you feel like you've hit the jackpot? Well, it turns out, the time we spend on hold is hardly random. There's ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

Last year, I spoke at an industry customer success (CS) conference about creating simple and effective health scores. Accordingly, I developed a "recipe" for effective customer health score creation.