BNSF, CSX, Norfolk Southern (NS) and Union Pacific (UP) have answered the Surface Transportation Board’s (STB) call to submit service recovery plans—identifying the steps they will take to clear ...

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 ...

Before you answer that question, it’s critical to know exactly what goes into recovery – from your virtual and physical machines to your data to your systems to your people. Without a holistic view of ...

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 ...

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 ...

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 ...

If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. In the case I'm going to share with you, a ...

Disaster recovery-as-a-service is the industry’s next vital tool. Recent studies have estimated that in 2019, the average cost estimate for cleaning up a cyber attack stood at $1.1 million. In an era ...