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 ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. A driving force determining business success in today’s market is the quality of ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...