Ask the Experts: What are the fundamental customer service mistakes retailers are making today?

Ask the Experts: What are the fundamental customer service mistakes retailers are making today?
April 12, 2009

Today's expert is Shep Hyken, author of "The Cult of the Customer." We asked him to talk about some of the fundamental mistakes he's seeing at the front line of retail — where the associate connects with the customer. (Shep references a previous answer in which he introduces his concept of alignment.)