Service businesses who rely on customer-facing front liners are probably aware that knowing what to do when customers are angry or dissatisfied is crucial, and that resolving any disputes quickly will ...

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 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 ...

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 ...

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 ...

Disaster recovery is a critical feature that every business, large or small, should employ. Without it, millions of dollars could be lost or entire businesses wiped out of existence. From hardware ...

The way businesses buy disaster recovery is changing – and rapidly. Over the last few years, the growth of cloud-based data storage – led by Amazon’s S3 but closely followed by Microsoft Azure and ...