We can often judge corporate leadership by how they respond to a business’ problems. On the poor end of the spectrum, there is denial and secrecy. We’ve all seen the news stories of leaders who cover ...

How customers perceive a brand influences how much they spend with it, whether they recommend it, as well as how likely they are to forgive its missteps. This is especially true in the financial ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...