Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. A roundup with Danny Meyer (Union Square Hospitality Group), ...

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Would your customer support mix be improved if you offered ...

Small and midsize businesses have most–if not all–of the same IT needs as larger organizations, but they lack the resources and dedicated IT departments to manage them. At the same time, ...