Finding Love
Articles
Avoid the Customer Tug of War Customers Rock!, by Sean McDonald
Customer Service Strategies for Web-Based BusinessesAll Business
Does Putting Customers "First" Pay?
Amazon.com Buys Zappos.com for $928MForrester Research
Does social media reward whining? ZDNet: Social Business, by Jennifer Leggio
Don’t Forget About Real Customer Service Small Business Trends, by Lisa Barone
Giving Customers a Fair Hearing MIT Sloan Review, by Anthony W. Ulwick and Lance A. Bettencourt
Linking Customer Loyalty to Growth MIT Sloan Review, by Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil and Tor Wallin Andreassen
Listening to the Customer: The Concept of a Service-Quality Information System MIT Sloan Review, Leonard L. Berry and A. Parasuraman
Making the Most Of Customer Complaints Wall Street Journal, by Dr. Michel
Navigating the Changing Winds - 6 Master Strategies to Building Customer Loyalty Return on Behavior Magazine, Kellie D'Andrea
Online Customer Service Basics All Business
Recovering and Learning From Service Failure MIT Sloan Review, by Stephen S. Tax and Stephen W. Brown
Set Customer Service Policies That Satisfy All Business
Social Search: Customers Influence Search Results Over Brands Web Strategy,by Charlene Li
Ten Rules for Great Customer Service All Business
The service recovery paradox: Increased loyalty through effective service recovery Customer Experience Labs, by Bernhard Schindlholzer
Top 10 Customer Service Mistakes All Business
Understanding Customer Delight and Outrage MIT Sloan Review, by Benjamin Schneider and David E. Bowen
What Do I Need to Do to Provide Good Online Customer Service? All Business
What Service Customers Really Want Harvard Business Review, by Dave Doughery and Ajay Murthy
Younger consumers demand more from customer service Customer Think
Your Boss Really is Clueless Live Science, by Charles Q. Choi
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