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 ...

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 ...

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 ...

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 ...

A customer’s case against an insurer may not always be valid. The legal entitlement to payment of a claim or an argument over the validity of a notice of cancellation are two examples of common ...

That said, the most effective approach to dealing with customer complaints starts with understanding that a complaint isn't personal nor an attack on your business. That’s according to Palesa Mabasa, ...