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 ...

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 ...

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 ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

The soaring number of privacy breaches has prompted affected firms to learn how to effectively recover damaged customer relationships. In this study we develop and test a model that explains how ...

Vol. 114, No. 4, Special Issue on The 3rd World Business Ethics Forum: Accountability, Credibility, and Ethicality (June 2013), pp. 675-686 (12 pages) Customers complain because they want to be ...