Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Just in time for Black Friday, Cyber Monday and the ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

To reinvent how businesses approach customer care, T-Mobile is going old school — by connecting its customers with humans instead of robots. At a press event in Charleston, South Carolina, T-Mobile’s ...

Micah Solomon is perhaps one of the best-known customer service turnaround experts anywhere (candidly, he’s also the only one I’ve met). He’s who you call when your company’s relationship with ...

Total global online sales rose 25 percent year-over-year to $2.3 trillion in 2017, according to eMarketer, and is on track to do the same this year. And while the share of sales in physical stores is ...

Excellent customer service is the backbone of any successful business and can help keep you top of mind for those looking for your products or services again. While providing good customer service ...

Renowned customer service expert, Shep Hyken, has advocated the inclusion of customer service subjects into secondary and tertiary education curricula to give pupils added advantage in the labour ...

With many department stores struggling, companies are trying new tactics. Macy’s is the latest to test self-checkouts for shoppers. A national customer service expert who is in Sioux Falls this ...