Great customer service skills represent the practices, methodologies and techniques that employees use to better engage and interact with customers. Employees with these skills enable a company to ...

Getting Back To Customer Service Basics In A Digitally Connected Era For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer ...

Social media usage continues to grow explosively. Not surprisingly, businesses want to leverage social media for customer acquisition and retention, as well as brand building. Providing good customer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

The liberal return policies and fast shipping that define Internet marketplaces have made customer service offered by many retailers better than ever, whether they operate brick-and-mortar storefronts ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

As businesses strive to succeed in today’s highly competitive market, it is increasingly evident that Customer Relationship Management (CRM) is an indispensable component of any effective strategy. By ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...