We’ve all experienced long hold times, repeating our “story” because we get transferred from one customer service rep to another, etc. It’s an ugly customer service experience that gives many ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

SEATTLE -- Yesterday we celebrated the companies with the best customer service and two local companies were on the list! Today, it's the worst. First off and most importantly I want to stress that ...