Gather ’round, kids. Let me tell you a little story about how things work nowadays. Or maybe how they don’t. Once upon a time, there was a customer named Mike. He had two accounts with a credit card ...

So I was logged onto the website for Zappos, an online shoe and clothing retailer, to see if I could cancel an order. The night before I had impulse-ordered my daughter a faux shearling bomber jacket ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...