ITworld.com – This week’s highlighted research: Customer Respect Group. “Second Quarter 2006 Online Customer Respect Study.” Patricia Seybold Group. “Provide a 360-degree view of the customer ...

Consumers are still having a hard time getting companies to service their needs via e-mail, and the experience is souring them on buying again from the same companies. Those were some of the results ...

Every interaction a customer has with a brand is a customer experience opportunity. Unfortunately, many of these opportunities are missed or ignored, leaving customers to wonder whether the company ...

Does your company frequently interact with your customers? If so, you may find it daunting to handle every customer interaction. Some people prefer live chat, while others like email, and still others ...

SAN FRANCISCO (CBS.MW) - E-mail-based customer service is bad and getting worse, as Web sites struggle to handle growing traffic with limited resources, according to a new study. Consumers can buy a ...