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 ...

As a toy brand, Lego is the world’s largest by revenue. Yet it’s also a digital innovator. For proof that Lego is a brand in tune with the digital era, consider that since 1995, 85 video games based ...

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 ...