This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals. The ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

Think about your last online or over-the-phone customer service experience. You’re probably cringing. The scripted chat messages, fruitless attempts to circumvent the dreaded “Press 3 to connect to ...

You’re the manager of a Hilton Garden Inn, and it’s the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are ...

You don't have a business without your customers. So, how can you increase your customer service engagement to provide a better overall experience? Attracting new customers is a primary business focus ...

“The shopper acted like you asked them to break out in a full-blown musical.” Tipping can be controversial, especially when people play the blame game. You either didn’t tip enough, tipped the wrong ...

I get calls occasionally complaining about our customer service center which is more than a few time zones away. Some calls include the type of language that would get a cast member fired from ...