Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

It’s no secret that unhappy customers can have a negative effect on your business. All it takes is a slew of negative Yelp reviews or low star ratings to ruin a business’s reputation. But the reviews ...

I am constantly exploring strategies to mitigate risk and ensure the growth and stability of our business and partners. One area that always demands attention has to be customer satisfaction.

I read recently how more online retailers are telling customers who want to return an unwanted purchase to just keep it, and their money will be refunded. My initial guess was it cost them more to ...

Editor’s Note: This article originally appeared on YourSource News (YSN), the official blog of BrandSource parent AVB Inc, and is reprinted with permission from the authors. Let’s face it: Every ...

This video is part of a series brought to you by Entrepreneur’s book division, Entrepreneur Press, the publisher of Jill Schiefelbein’s book Dynamic Communication: 27 Strategies to Grow, Lead, and ...

Opinions expressed by Entrepreneur contributors are their own. Things are not going well with my customer Fred. Here, let me let him explain: “I am more than willing to pay for your services — I just ...

In 1980, Coca-Cola did a groundbreaking study on customer satisfaction. Here’s what the company found. If a customer complained and their complaint wasn’t resolved well, two scary things would happen: ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

It’s a slippery slope when a customer-oriented operation like Vanguard Group has been since it was founded almost 50 years ago begins to get greedy by imposing a whole bunch of changes and chintzy ...