Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Megan Jones of Call Centre Helper recently interviewed me ...

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

‘The customer is always right’ is something we’ve all thought when dealing with a particularly rude sales clerk on a busy Saturday afternoon when they just aren’t giving our dilemma enough attention ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...