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 ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

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 ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Some Tesla and Starlink customers have said service at Elon Musk's companies needs to be improved. Despite Tesla's success, customers' complaints could tarnish the reputation of the business. Here's a ...

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