“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The modern consumer is a different kind of customer. They are educated and opinionated. This type of customer is not afraid to show it, or more importantly, share...

When we speak of the darlings of customer experience (CX), names like Amazon, Zappos and T-Mobile are frequently used. What we don’t often hear are automobile manufacturers and dealers as trendsetters in the CX world, until now. Hyundai USA has decided to make CX a...