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 ...

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 ...