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 ...

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 ...

According to the Beryl Institute, patient experience is the sum of all interactions, shaped by an organization’s culture, that influences patient perceptions across the continuum of care. During a May ...

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 ...