Every customer-centric, customer service obsessed company needs a customer service recovery framework for working with upset, angry, frustrated, and disappointed customers. I’m a customer service ...

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 ...

Recently, I made a large purchase from a well-known wholesale photo/video company. Long story short, the experience was extremely disappointing and frustrating. I even had to go to the UPS Store while ...

Ajay Prasad is the CEO of GMR Web Team, a full-service healthcare digital marketing agency focused on patient acquisition and retention. As a healthcare provider, doing it right the first time is the ...

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 ...

Some of your most loyal customers may be the ones who’ve had problems and complaints with you in the past. This might sound counterintuitive, but it’s a phenomenon I’ve observed throughout my career ...