Customer success is an increasingly important concept as business becomes more connected. In recent weeks I’ve been digging into what it really means and how to measure it. Who better to talk to next ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. eBay is an online auction and retail marketplace where ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

If you’re applying for a customer service position, you should be prepared to defend your commitment to the profession and its values. That's why most customer service interviews will throw at you the ...

With a 50-year history, Epicor is currently shepherding its customers through a transition that's all too familiar to observers of the enterprise applications industry. Harnessing digital technology ...

Marriott, just like any other company, must meet its customers’ current expectations and be able to anticipate what they will need next. (Photo by: Jeffrey Greenberg/Universal Images Group via Getty ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...