Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 4 years old. Since its inception, ...

Look, nobody likes to think that their own company is giving lousy customer service. And, maybe, your customer service isn’t actually all that bad; in my own experience, most of the companies that ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...