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 ...

Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

FAIRFIELD, N.J.--(BUSINESS WIRE)--11:11 Systems, a managed infrastructure solutions provider that empowers customers to modernize, protect and manage mission-critical applications and data, was named ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

The situation began when several major clients across diverse industries – including oil and gas, food-based enterprises, insurance companies, and bio-science organizations – simultaneously faced ...