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What a Customer Wants
(10 tips to build customer value)
Target Marketing Magazine
Posted:
October 25, 2007
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When, Why, and How to Fire That Customer
(what to consider when dropping a customer)
BusinessWeek
Posted:
October 18, 2007
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Self-Service 2.0
(where self service technologies are heading)
Self Service World
Posted:
October 18, 2007
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Help Them Help Themselves
(creating an effective online self service system)
CRM Magazine
Posted:
October 16, 2007
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The Return of CRM
(using analytics with CRM)
B to B Magazine
Posted:
October 12, 2007
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Just Say No
(when to draw the line on customer service)
Entrepreneur Magazine
Posted:
October 12, 2007
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Seattle Airport Swaps Counters for Kiosks
NPR
Posted:
September 28, 2007
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Wal-Mart to Online Customers: Don't Call Us
(cutting down on customer calls)
CRM Buyer
Posted:
September 28, 2007
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Goofy Ideas: Disney Gives Customer Service Tips
(the business of customer service)
MSNBC
Posted:
September 26, 2007
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Do Your Customers Love You?
Fortune Small Business
Posted:
September 19, 2007
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Mystery Shopping Programs Can Help Boost Performance in Call Centers Too
Stores Magazine
Posted:
August 10, 2007
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Self-Service Becoming the American Way
ECommerce Times
Posted:
August 3, 2007
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Microsoft's Billion-Dollar Fix
(the price for keeping customers happy)
BusinessWeek
Posted:
July 6, 2007
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Change For a Dollar
(future of vending machines)
Fast Company
Posted:
June 8, 2007
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Improving Customer Service Over the Phone
(analysis of call center industry)
NPR
Posted:
May 24, 2007
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Yackety Clack
(adding text chat to customer service)
CRM Magazine
Posted:
May 16, 2007
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New World Ordering
(kiosks make inroads into retail ordering)
SelfServiceWorld Magazine
Posted:
May 4, 2007
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US Airways Fights to Keep Valued Passengers
(satisfying disgruntled customers)
USA Today
Posted:
April 18, 2007
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Webby Stores
(growting use of Internet kiosks)
Internet Retailer
Posted:
April 2, 2007
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Use Privacy to Build Customer Trust, Loyalty
DM News
Posted:
March 27, 2007
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