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Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Businesses can live or die on the strength of their customer service. That doesn't mean customers expect flawless service -- but it does mean you should try to avoid some of the more common mistakes ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

The average response time to a customer service question on Twitter is eight hours and 37 minutes, the Eptica Multichannel Customer Experience Study found. Looking at 100 companies, it was found that ...