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 ...

There’s an interesting concept I stumbled across a few weeks ago: The service recovery paradox, which suggests that a customer who has a problem resolved satisfactorily may end up more loyal than a ...

Lauren Parr is the co-founder and Product Director at RepuGen, one of the leading healthcare reputation management SaaS platforms. The popular phrase "the customer is king" holds true for any given ...

Yes, in literature and in practice, differences exist regarding customer service, service failures, and service recovery. But have you ever considered the latter (service recovery) and its potential ...

The worst possible customer service training is one that neglects to explain the “why” behind great customer service. The second-worst customer service training is one that neglects to show the “how.” ...