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To hold onto customers, whether they're brand-new or have been interacting with your company for years, consider the following three tips from direct marketing consultant Lee Marc Stein and copywriter Mark Hallen. They were recently featured in Stein's e-mail newsletter, Increasing Return on Marketing Dollars, along with 18 more ideas for improvin Read More

A recent survey group found that two-thirds of online buyers spent more than 30% of their total shopping time researching products on the Web. Their purchasing decisions are largely made before they set foot in the store. Since these shoppers can get their information from just about anywhere, what can retail merchants put on their Web sites that Read More

Time Magazine's online edition claims customer service is going away. If we are to believe a recent article in Time, before long we'll be self-servicing ourselves in every way imaginable from grocery checkout, to hospital check-in, from computer trouble shooting to phone bill and credit-card problem resolution. Read More

As advertising budgets shift to online efforts, customer care is where the money is. The contact center is becoming an increasingly important facet in the arsenal of any company aiming to deliver not only high-quality service to demanding customers, but a profit center for its own operations. Read More

I liked the comparison between large and small online businesses in that the smaller business can be nimbler and potentially deliver better service without it costing much more if anything. Read More

No matter how much customer care training we conduct, some customers will dislike our service. They may become so irate that they confront us face-to-face, venting their frustrations--at times rather loudly and accusingly.

How are we likely to respond? By habit, we become defensive. We talk plenty. We contradict them, and tension rises. Far fro Read More

Wow! This is the kind of customer service that they'll be mentioning in business books for years. You never know what can happen when you add a little human kindness to your "customer policies." Kudos to Zappos! Read More

Getting rid of the unprofitable, the time wasters, and the crazy-makers in your midst Read More

An astounding independent study has revealed that U.S. online retailers are failing in key areas of customer service, which has the potential to be devastating to the online retail market which is forecasted to reach $329 billion in 2010. In a mystery shopper exercise conducted from April to June 2 Read More