Ajay Prasad is the CEO of GMR Web Team, a full-service healthcare digital marketing agency focused on patient acquisition and retention. As a healthcare provider, doing it right the first time is the ...

Every successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks ...

The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

Life doesn't always go perfectly. Neither does business. From time to time, mistakes will happen, and we will let customers down. And while service missteps are always upsetting (to the customer and ...

Opinions expressed by Entrepreneur contributors are their own. Here’s the bad news: an angry customer is breathing down your neck or tearing you up over the phone, shooting daggers at you via e-mail.

BNSF, CSX, Norfolk Southern (NS) and Union Pacific (UP) have answered the Surface Transportation Board’s (STB) call to submit service recovery plans—identifying the steps they will take to clear ...