Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

This isn’t just about being nice. Customers can sense when they’re genuinely valued versus when they’re being managed. That feeling drives every decision they make about whether to stay, whether to ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

After announcing its pilot, if you'll pardon the pun, for drone deliveries in Cambridgeshire just before Christmas, Amazon has unveiled its futuristic plans for the next step -- floating warehouses.