If building a company were like planning a wedding, customer service is frequently the second cousin who’s invited when slots open up on the attendee list. Many believe that it’s not as critical to ...

I recently spoke to a friend who was frustrated by a customer service experience with his mortgage company. Before this incident, he had liked the bank and found them easy to work with. He had ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On Monday, United Airlines experienced a customer service ...