HOW DO YOU HANDLE customer complaints? Most contractors think they do a good job of resolving them. But when asked, "How do you know?" most owners/ CEOs respond, "I don't!" Research shows that if ...

Customer loyalty can be elusive, but it is imperative to running a successful business. In today’s hyper-digital world, there are myriad online forums that welcome venting and complaining. With the ...

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 ...

Customer complaints aren't typically pleasant to deal with, so you might wonder why you would want to hold onto print or electronic copies of them. Keeping complaint records provides a number of ...

It is important to understand that customers who take the time to complain and give feedback to companies about their products, services or experiences are providing them with an extremely valuable ...

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 ...

Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

“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 ...

Customer complaints come in all forms and happen to every business under the sun. Dealing with a customer complaint takes a great deal of tact, and ignoring it can wreak havoc on your entire business ...