Ask even the most established e-business about the principles of online customer service, and you’re likely to hear some wild misconceptions….

In this time of extreme transparency and immediate public feedback, criticisms and reviews, every business owner shudders at the repercussions that…

Business executives and customer service representatives alike analyze at length various online and offline variations of high-touch and low-touch customer service….

Today’s online marketers and retailers are eager to deliver “customer engagement” But you need to meet your customers at their preferred…

Let’s say you’ve deployed multimedia chat. You’ve taken a big step toward better customer support and increased sales rates. However, you…

E-businesses want to deliver superior customer service to all their prospects, but enterprises also recognize that for some sales, the demands…

Customer attrition hurts the bottom line, but an online engagement strategy that’s targeted at addressing the concerns of unhappy customers…

A recent audio story on marketplace (a show on National Public Radio) spotlighted Land’s End – the rugged/smart/ casual clothier known…