What Are Your Customers Actually Buying? (Travel Tuesday)
Travel marketing (as well as most services), requires offering experiences that meet your customers expectations, every time. Here's why that matters.
How long can you afford to suck?
Customer service matters in a hyper-connected world. Here's why.
What Can You Learn From Borders' Bankruptcy?
Borders didn't go bust because of e-commerce or e-books. But their failure there points the way to understanding why and how you can avoid it.
The ACSI 2010 Results Are In: What the Numbers Mean for You
The American Customer Satisfaction Index numbers are in. Here's what it means to you.
Measuring customer satisfaction: the Avinash Kaushik interview
Web analytics don't measure customer satisfaction. Until now. Avinash Kaushik on 4Q and measuring customer satisfaction.