Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring ...

Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...