A customer complaint is a good opportunity to get an accurate snapshot of customer perception, and it tells a lot about a small business's performance. "Entrepreneur" magazine's website says that it ...

Researchers from Michigan State University, University of South Florida, St. John's University, and American Customer Satisfaction Index (ACSI) published a new paper that analyzes relationships ...

Figure 1. Medical device companies exhibit varying responses to ideal complaint closure time. Strong management support can ensure that closure time is as efficient as possible. However, complaint ...

Customer complaints are an unfortunate reality no matter what type of business you operate. Dealing with angry or upset customers can be difficult, particularly if your staff has never been given a ...

Using AI “won't eliminate people’s jobs,” Heather Hajek, director of analytics and compliance management system support at Synovus Financial, said on a panel at the Consumer Bankers Association annual ...

Service and support organizations invariably receive complaints from customers. You would expect that most organizations would have programs in place to manage complaints. While this seems logical, it ...

Each year, defective, faulty, or misused food products cause severe injuries to customers. In some cases, these mishaps also result in product recalls, negative publicity, and a loss of customer ...

Laurie has over 20 years of go-to-market strategy experience and is currently the Chief Marketing Officer at Bizagi. Most of us have had that moment of utter frustration: You call a business with a ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

A well-written procedure documenting the complaint management process, including the creation of a complaint form, is required by the QSR. By Bob Mehta I have always experienced great difficulty in ...