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 ...

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 ...

Most business owners dread customer complaints. But what if every angry email could make you money? What if your refund requests held the key to your next successful product? What if negative reviews ...

“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 ...