John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. He's an avid chess ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is customer engagement? A Google search will provide ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

If you’re applying for a customer service position, you should be prepared to defend your commitment to the profession and its values. That's why most customer service interviews will throw at you the ...

Ask for a definition of customer service, and you probably will be met with a long pause, followed by a disjointed and vague response. While most people, including chief executive officers throughout ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...