Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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 that ...

Frontier airlines will no longer let customers call a phone number in order to speak with a live agent. And while the budget airline is known for its cost-cutting measures, most major airlines still ...