Most companies have what they call mission, purpose and vision statements, but I have found that very few have a true customer service vision statement (CSV). The true underlying value of the what and ...

Crafting clear mission and vision statements is critical to shaping company identity, motivating employees and guiding decision-making. A mission statement defines the current scope and purpose of the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...