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Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

The stakes for delivering exceptional customer experiences are getting increasingly higher, with XM Institute finding that poor customer service is costing companies $3.7 trillion each year. Coupled ...

Raise your hand if you haven’t had at least one bad customer service interaction within the past year. Exactly. Many of us have been there. On hold for the third or fourth time trying to fix a problem ...