The Marketing Bureau

By Mike Hennessy
First Published on imediaconnection.com

It is no secret that customer relationship management (CRM) and marketing go hand-in-hand, but few marketers understand the extent that customer service impacts marketing metrics, and how they can leverage it to better satisfy customers.  Read more >>

Good Business or Bad Customer Relations?

First Published on knowledge@wharton

When Samoa Air last week announced it was going to start charging people for airline tickets based on their weight -- a concept that Samoa Air CEO Chris Langton defended in news reports as "the fairest way of traveling with your family or yourself" -- it set off a flurry of comments, some supportive, some not.  Read more >>

by Colin Shaw
First Published on mycustomer.com

As businesses strive for efficiency, I often hear the mantra ‘the best service is no service’. On the face of it, this makes sense. If the customer doesn’t have a reason to contact an organization that is good for them and good for the organization, it means there are no costs involved in dealing with enquiries. Read more >>

....To Customers’ Email, Online Queries

First Published on mycustomer.com

United Kingdom - New research has revealed just 48% of retailers successfully answer customers’ basic questions sent via email. Read more >>