How is your organization at service recovery? In other words, how good are you at recovering when something goes wrong? At transforming a dissatisfied customer into a satisfied one even though you ...

Today, hundreds of companies are engaged in winning customers and even place special and frequent emphasis on keeping current customers satisfied. While both aspects are central to the proper ...

Most of us are pretty forgiving. We understand that things go wrong. We also know that it is often not the service delivery person’s fault when service is bad. However, we still want you to make it ...

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 ...