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 ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

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 ...