Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Businesses can live or die on the strength of their customer service. That doesn't mean customers expect flawless service -- but it does mean you should try to avoid some of the more common mistakes ...

Social media has enabled both consumers and brands to have a shared voice and interact on a public stage, creating a balance that addresses the wants and needs of both. Think it’s easy to leverage ...