There's an old saying that problems create opportunities. That’s true for those who can spot the opportunity and take advantage of it. And that’s what this story is about.

For all those companies that don’t acknowledge customers when they share feedback—good or bad—this article is for you.

Just in time for the Black Friday and Cyber Monday sales, here’s my list of the books you’ll want to buy for yourself and as ...

Shep Hyken is a world-renowned customer service and CX expert, award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books. Hyken helps ...

Through inventory management, associate support and consistency, retailers can offer stressed-out shoppers a pleasant sense ...

Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when the custome ...