Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Southwest Airline’s founder Herb Kelleher famously said: “If you treat your employees right, guess what? Your customers come back and that makes your shareholders happy.” This simple declaration ...