Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. While my expertise is in customer service and CX, I was ...

Service line and practice offering leaders stand at the point where a firm's overall strategy meets the delivery of its actual services, and they have a unique role and set of responsibilities, says ...

Good leadership is not just about being effective, but also requires concern for the welfare and well-being of followers.

After 20+ years as a CEO, my definition of “leader” has evolved over time, but in this article, I share what I consider to be the essentials when it comes to being a positive, compassionate leader.

Strong community leadership requires humility. Admitting mistakes, acknowledging missteps and modeling accountability builds trust far more effectively than projecting certainty. When leaders invite ...

Leaders who treat gratitude as a daily practice and recognize excellence see sharper rises in employee engagement and retention. Annual bonuses and one-size-fits-all recognition can backfire. Leaders ...

If you’re familiar with Gallup data about employee engagement, they have been playing one of their Top 40 hits for decades now. It’s a classic we’ve all heard. The tune? “People don’t quit companies; ...

My colleague, an expert in leadership development David Day, has written a terrific new book that is a must-have for those who work in the area of leadership development, and for anyone trying to ...

Being a great leader takes time and practice, and a growing share of workers are trying to get better at it. Search interest in the term "leadership" is at an all-time high, according to Google data, ...

If I had to pick the most impactful manager I’ve ever had, across my entire career, it wouldn’t be someone from Big Tech, an administrator from the ivory tower with a PhD, or a corporate titan. It ...

Retention is a leadership headache. Losing great people costs real money and undermines every operational plan. Nearly every exit interview circles the same truth: People walk away when they feel ...