Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Just in time for Black Friday and Cyber Monday, here is a ...

There are countless business books out there, but let’s be honest: Not all of them live up to the hype. Here are the four I’d actually recommend to all current and aspiring entrepreneurs. Amid the ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...