Every successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks ...

Your worst moments will become your greatest opportunities for building true customer loyalty.

Today, hundreds of companies are engaged in winning customers and even place special and frequent emphasis on keeping current customers satisfied. While both aspects are central to the proper ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...