Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Customer loyalty has a dubious relationship to customer loyalty ...

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 ...

Some years ago, Luka Apps spent used all the money he got for Christmas to buy a Lego Ninjago Ultra Sonic Raider set. Against his advice of his father, he brought one of the figures with him to the ...

I grew up playing with Legos, and as a mildly obsessive-compulsive child who would diligently store each block by size and color, it's no small wonder that losing a prized piece was nothing short of a ...