Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

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 ...

The UPS Store once again tops the Forbes 2025 Best Customer Service list, thanks to its zippy shipping and returns. A car drives into a Discount Tire location flappety-flap-flapping with a blowout.