Lauren Parr is the co-founder and Product Director at RepuGen, one of the leading healthcare reputation management SaaS platforms. The popular phrase "the customer is king" holds true for any given ...

It is easy and straightforward to approach business system design from the perspective of a utopian customer experience. A utopian customer experience is looking at what customer experience should ...

One of my best friends recently led an industry event. I couldn't be there to support him in person, so I thought I'd find a way to have a surprise waiting for him in his hotel room when he arrives. I ...

Dear Editor, I am writing to draw attention to a customer service breakdown at Jamaica Public Service (JPS) that should alarm ...

It’s baseball season, so naturally I am thinking about — failure. First of all, we all fail. But although failure is unavoidable, it’s also a natural and essential part of your success cycle. Going ...

Recently, at a large grocery chain, I had a very frustrating experience. I attempted to use the self check-out express lanes to purchase three products. I was not able to do this because I did not ...

When a product or service is purchased, customer service is ideally supposed to ensure customer satisfaction with that product or service. Recently, I have had numerous positive experiences at a ...

Target closes a loyal customer’s debit card without warning, revealing a baffling customer service failure when it refuses to explain why. Discover the steps to take when a company’s customer service ...