After a while, I did not believe that Kroger overcharging me for sale items was poor management. I believed it was intentional.

It’s easy to understand that trust is hard won, but easily lost. It’s true of any relationship, really, including that between businesses and their customers. This is an especially important ...

People lost jobs and homes and saw their 401(k)s empty, even as many of the executives who helped set the crash in motion walked away with millions. The latest force to undermine trust in business ...

Great CX doesn’t require perfection—it requires intention. A genuine commitment to listening, learning, and putting people ...

“It's just a nightmare that you’d be treated that way and disrespected,” says Tiffany Tienda, another USAA customer who lost ...

trust breaches cost companies millions in lost revenues, spur dramatic declines in investor confidence and shareholder value, upend customer reliance, and unnerve employees. Yet the notion of trust is ...

Regarding "Investigation finds Kroger overcharging on sale items" (May 14): I was a Kroger customer for many years. Not anymore. Aside from the higher prices, I noticed that almost every time I ...