Today, hundreds of companies are engaged in winning customers and even place special and frequent emphasis on keeping current customers satisfied. While both aspects are central to the proper ...

No matter how great a product your company provides and no matter how carefully you safeguard against faulty products, things go wrong: delivery systems fail, component suppliers ship faulty parts, ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing ...

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 ...

The speed of mobile feedback from customers is increasing as mobile marketing adoption spreads, according to Medallia‘s recent release of its annual Customer Benchmark Research Study. The report shows ...

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million Americans ...

WE often talk about customer experience in terms of seamless service, delightful moments and brand loyalty. But just as important — and often more telling — is how businesses handle things when they ...

Customer recovery is easy to measure. Both retention and recovery are gold mines. They don’t cost a lot of money… The people you talk to already know you and your products. It just takes a little ...