Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The Latin root for "hospital" is from Old French “hoste," which ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

No matter how tasty your menu, customers won't come back if they have bad experiences with your customer service. For this reason, training employees to offer good customer service can help you drive ...

Customer Relationship Management can only get better with the integration of social tools into the customer process. Some companies ‘get’ social CRM but others have a long way to go. Lauren McKay ...

Are you using social channels to promote your brand? We need to get better at building these customer relationships. Nearly every business today, large or small, utilizes social channels to promote ...