Customer service is the new competitive battleground. Businesses often rely on promotions, discounts and low prices to attract and retain customers. However, where low prices and promotions once ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy that ...

Consumers have high expectations for convenient, seamless experiences across all points of interaction with a business, and frontline workers bear much of the responsibility for meeting those ...