Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. You don’t have to be in banking to appreciate customer ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer service. When that happens, we push them a bit further by asking, ...

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

There’s nothing like a recession to drive companies to new heights of customer service. After all, when every customer becomes precious, it becomes more important than ever to keep the ones you have ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

Outstanding customer service is one part skill, one part technology… and a million parts attitude. How you treat people matters more than anything, and how you treat people starts with wanting to ...

L-R: Faizun Kamal, Joanna Swash, Christopher Tompkins, Pradeep Anand, Jared Knisley, Mackenzie Toland The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® Visit ...

I've long preached to bank managers and frontline employees about the open-loop nature of the brain's limbic system. (No, I'm not a doctor, but I sometimes play one in presentations.) People greatly ...

Hurricanes and customer service: How are they related? I used to think not at all. But as a Houstonian and the vice president of Brian Gavin Diamonds, the link between these two concepts recently ...