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 ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Your customer service team interacts directly with your customers, especially when they have a problem. As a result, they’re a crucial part of driving customer satisfaction and building brand loyalty.

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Is the design of your sales and marketing organization dysfunctional? If so, you probably already know it. Most organizational structures aren't designed with a slide-rule to use after months of ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...