On a personal level, companies appreciate and have much respect for customers who take the time to write and send letters of compliment. From a business perspective, organizations should respect these ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Gary Chervitz is a friend and faithful subscriber to The ...

When a colleague or peer asks you to write them a reference letter, it can feel like both an honor and a challenge. You want to help them succeed, but crafting a strong reference letter requires more ...

Customer service is without doubt a huge arrow in the marketing quiver, and a smart customer service representative is worth his or her weight in gold. I was reminded of that again reading this story ...

Dear Major Marketers, Minor Marketers and Interested Others, Hi. OK, enough of the chirpy chit-chat, let's get down to brass tacks. Over the years, I have had an uneasy relationship with you. I've not ...

I have been a customer of the Fulton Bank for over 50 years. Currently living in Lititz, I bank at the Fulton Bank branch at 1060 Lititz Pike. Several days ago, I visited the branch to report I was ...