Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...

The UPS Store once again tops the Forbes 2025 Best Customer Service list, thanks to its zippy shipping and returns. A car drives into a Discount Tire location flappety-flap-flapping with a blowout.

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 ...