When I wrote last month about a Quakertown man who struggled for more than a year to fix a problem with his mail delivery, I never got an answer about why the problem hadn’t been resolved sooner. But ...

A customer complaint is a good opportunity to get an accurate snapshot of customer perception, and it tells a lot about a small business's performance. "Entrepreneur" magazine's website says that it ...

HOW DO YOU HANDLE customer complaints? Most contractors think they do a good job of resolving them. But when asked, "How do you know?" most owners/ CEOs respond, "I don't!" Research shows that if ...

Customer complaints aren't typically pleasant to deal with, so you might wonder why you would want to hold onto print or electronic copies of them. Keeping complaint records provides a number of ...

Researchers from Michigan State University, University of South Florida, St. John's University, and American Customer Satisfaction Index (ACSI) published a new paper that analyzes relationships ...

WASHINGTON – The MSRB released its guide to help dealers and municipal advisors adjust to the new complaint process requirements for their clients before the changes become effective on Oct. 13.

My own recent experience with Home Depot is a perfect case in point. I won’t bore you with the details, but suffice it to say it took more than 10 hours in total on hold and two weeks of calls and ...