Things go wrong. Good companies make them right. Great companies go beyond that to making the people who were wronged feel better. The lifetime value of loyal customers is common knowledge. The impact ...

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 ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

According to the Beryl Institute, patient experience is the sum of all interactions, shaped by an organization’s culture, that influences patient perceptions across the continuum of care. During a May ...

The Service Recovery Paradox theory proposes that customers who have problems resolved to their satisfaction may be more loyal than those who have no problems. Pixabay You've likely heard laments like ...