Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

Guest columnist Hal Becker is a nationally known speaker on sales and customer service. He is the author of numerous business books, including two national bestsellers: “Can I Have 5 Minutes Of Your ...