1. Customer-Service E-Mails: Getting It Right*  by David Sims , 06-09-2008 . Sims offers an example of how to provide good customer service via email and examines all the things...
2. Overcoming Customer Interaction Roadblocks*  by eremy Nedelka , 06-16-2008 . To achieve a one-to-one communication strategy in Kuwait, financial services firm Gulf Bank uses an ...
3. Invest in the Online Customer Experience*  by Cid Jenkins , 03-28-2008 . Jenkins lists some anti-customer ecommerce examples, evidence connecting profitability and customer ...
4. Virtual Brand Ambassadors Bring Online Interactions to Life*  by Jeremy Nedelka , 03-27-2008 . The biggest challenges for any company using an avatar as a customer service representative is ensur...
5. Contact Centers Aren't Yet Ready for Web 2.0*  by Christopher Musico , 03-27-2008 . Foreseeing a "revolutionary" future for the contact center customer service market, Gartner reports ...
6. 10 tips for employing live chat profitably*  by Don Davis , 03-01-2008 . Knowing how and when to invite a customer to chat and which customers to chat with can turn live cha...
7. Multiplicity Means More*  by Barton Goldenberg , 02-01-2008 . Discusses multichannel buying: after beginning a purchase at a Web site, the customer may call its c...
8. Help Them Help Themselves*  by Coreen Bailor , 10-01-2007 . Web self-service means having your customer become her own customer service rep, explains Bailor, wi...
9. Retention Marketing Primer, Part 3*  by Heidi Cohen , 09-27-2007 . Customer advocacy is a key part of the retention marketing mix. This comprehensive discussion descri...
10. The Things People Talk About: How Not to Stand Out*  by Dave Evans , 09-26-2007 . Anecdote about shopping online at Williams-Sonoma illustrates the danger of not giving customers wha...
11. The Things People Talk About: How Not to Stand Out*  by Dave Evans , 09-26-2007 . Anecdote about shopping online at Williams-Sonoma illustrates the danger of not giving customers wha...
12. Retention Marketing Primer, Part 2*  by Heidi Cohen , 09-13-2007 . An important aspect of customer retention is to support the buying decision by making customers feel...
13. U.S. E-tailers Failing in Key Areas of Customer Service*  by Helen Leggatt , 09-26-2007 . A mystery shopping exercise, conducted across one hundred of the U.S.’s top online retailers, reveal...
14. 7 Golden Rules of Online Customer Service*  by Donna Gunter , 07-06-2007 . (1) Don't hide behind the legalese, (2) walk a mile in your customer's shoes, (3) make it simple to ...
15. Customers raise their voices*  by Bill Siwicki , 08-01-2007 . Web 2.0 gives consumers a megaphone they never had before and provides retailers a new source of sho...
16. McAfee Automates Online Service*  by Colin Beasty , 08-01-2007 . Describes how the software security giant leverages chat and remote assistance in its call center t...
17. false*  by Peggy Bresnick Kendler , 06-20-2007 . By enabling a higher level of user empowerment, Web 2.0 tools promise to revolutionize business coll...
18. Coffeecakes.com Creates Kinship With CSRs*  by Mila D'Antonio , 06-08-2007 . Discusses strategy of online retailer's interactions with their outsourced agents: teach reps the co...
19. TV Guide’s Online Video Guide: Cutting Down on Clutter*  by Jared Bernstein , 05-15-2007 . TV Guide’s online video guide is a video search and browse product that lives on the TV Guide websit...
20. Poor Customer Service Creates New Opportunity*  by Paul Gillin , 04-02-2007 . Generation Y doesn't know or care about going through channels. When they're angry, they turn to the...
21. E-Tailers Beat Offline Stores in Customer Satisfaction*  by Enid Burns , 02-20-2007 . According to ForeSee Results' American Customer Satisfaction Index (ACSI), e-commerce's overall scor...
22. Serving the customer*  by Mark Brohan , 02-01-2007 . Results of a survey by Internet Retailer on customer service. Studies of e-mail response time, servi...
23. Survey: Customers Want Flexible Return Policies*  by Erika Morphy , 01-08-2007 . Special offers and low prices were not the big attraction for holiday shoppers in 2006. 75% of onlin...
24. The Day After: Many Happy Returns*  by Lena West , 12-21-2006 . How to make the best of post-Christmas online merchandise returns. Offer discount deals instead of s...
25. Is Your Brand A Ticking Time Bomb?*  by Martin Lindstrom , 12-26-2006 . Dare to test how your company responds to public inquiries. Chances are, it will fail the test, eith...
26. The Power of "Thank You"*  by Al DiGuido , 11-16-2006 . With all the tactics and talk about improving customer retention, it's surprising how seldom online ...
27. From the customer's mouth to the retailer's ear*  by Mary Wagner , 10-01-2006 . Lots of sites gather customer feedback, but only a few really know what to do with it. The most impo...
28. The Smart Assistant*  by Jason Compton , 09-01-2006 . Discusses virtual agents, including an animated contact center representative used for both Web and ...
29. Customer Feedback, or What I Learned on My Summer Vacation*  by Heidi Cohen , 08-17-2006 . How to gather, assess and use customer feedback, both from your own customer touch points, and from ...
30. CRMguru.com Customer Management Portal* . Provides articles, knowledgebase, forum, online store, guru panel on customer management (CRM)....
31. Free CRM* . Hosted software for customer relation management and sales force automation. Free version includes b...
32. Get Free Live Chat Now*  by Michelle Megna , 07-20-2006 . Case study of a small online business that is getting good results (improved customer service and sa...
33. Six ways to respect your customers*  by Jeanne Bliss , 06-01-2006 . (1) Eliminate the customer obstacle course to get help, (2) stop customer "hot potato," (3) give cus...
34. Beyond E-Commerce Is R-Commerce* , 06-08-2006 . in spite of all the E-Commerce, real success comes from R-Commerce -- Relationship Commerce. Reviews...
35. The Importance of Being Earnest (With Customers)*  by Jack Aaronson , 05-05-2006 . Customer service really comes into play when things go wrong: you're immediately judged on how you r...
36. Repeat visitors 8 times more likely to make online purchase* , 05-15-2006 . According to WebSideStory, during Q1 2006, repeat visitors to B2C e-commerce sites had a conversion ...
37. EverythingFurniture.com and live chat: Let’s try this again* , 04-12-2006 . While EverythingFurniture.com used live chat 3 years ago unsuccessfully, now with customers more so...
38. Smothering Me With Customer Service*  by Jack Aaronson , 04-07-2006 . Examples of over-bearing online customer service that can drive visitors away (a sales rep phoning a...
39. LiveSalesman.com* . An India-based company provides up to 24/7 live chat and e-mail support for your website. Since this...
40. Earthlink Considers Service Delivery a Privilege*  by Elizabeth Glagowski , 03-31-2006 . Although ISP Earthlink's customers are computer users, a majority of interactions are by phone. Inte...
41. Live Support: Chatting Your Way to Success*  by Vangie Beal , 03-15-2006 . Beal says that even a small business with only a few employees (or smaller numbers of sales) can tak...
42. Marketers Want Customers to Serve Themselves*  by Kate Maddox , 03-13-2006 . Marketers will increase spending in 2006 to drive customers to self-service channels such as Web sit...
43. Consumers value phone and e-mail over online self-service* , 02-20-2006 . A study by JupiterResearch found that for questions about billing and delivery 7% of consumers used ...
44. Chatting Your Way to Success with Live Support*  by Vangie Beal , 02-28-2006 . Live online support through a chat system is a great tool for e-tailers, allowing them to coach pros...
45. Consumer Wrath... And How to Avoid It*  by Jeremy Lockhorn , 02-27-2006 . The cautionary tale of PriceRitePhoto, an online e-tailer driven out of business (in record time) by...
46. May I Help You?*  by Ellen Neuborne , 01-01-2006 . Reviews live-chat software that helps Web merchants convert browsers into buyers. The idea is to int...
47. AOL Welcomes Back Badmouthers* , 02-13-2006 . Resulting from increased attention to customers, 40% of the brand rejecter customer group stopped ba...
48. Playing Host*  by Linda Punch , 01-01-2006 . Some retailers turn to outsourcing as the answer to the CRM question. Discusses various vendors for ...
49. Need for Speed*  by Linda Punch , 02-01-2006 . For some online retailers, ‘e-mail customer service’ is an oxymoron. Article discusses the need for ...
50. 10 Ways to Love (and Respect) Your Customers*  by Jeanne Bliss , 02-14-2006 . A list of hard work and actions that must be done to show customers you respect them. Based somewhat...

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