Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Let me begin with this: if you’re not using video to create ...

A video of a 20-year-old Chick-fil-A employee named Jeremiah Murrill enthusiastically taking a customer's order went viral this month. The video has been viewed more than 200,000 times since it was ...

The viral revenge song “United Breaks Guitars” turns ten. It was widely reported that within five days of Canadian musician Dave Carroll posting a video for a song called “United Breaks Guitars” on ...

Rolled out in 2013, the Mayday video chat feature gave Fire tablet users access to a live rep on screen who could control and annotate the screen for assistance. (Amazon Photo) Amazon is pulling the ...