service - Internet Marketing News and Blogs

A friend of mine recently purchased a new computer from a major computer brand that shall remain nameless (I will give a hint, however - it starts with an "L" and ends with an "o").

This brand has a reputation for producing quality computers and providing quality support so her experience was quite shocking to me.

Royal Mail has recently introduced a new online customer service system, 'Ask Sarah', which aims to give customers immediate answers to their queries online.

We talked to Stephen Mitchell, Royal Mail's Digital Operations Manager, about the introduction of the new customer service system and the impressive early results...

I recently worked with a client who runs a relatively small e-commerce operation as a second business.

He lamented the fact that when he provided a phone number on his website, his sales more than doubled but the time required to run the business also more than doubled because of all the phone calls, which was not viable for him.

From reading the business press it would be fair to assume that customer experience is high on the agenda of many business executives. 

But is that really the case or are too many senior managers just talking the talk and not walking the walk? Is your company one of those that is just paying lip service? 

Read on to see if your company passes this tongue in cheek test.

Software as a Service (SaaS) tools help email marketers look smart by keeping it simple - so long as the techies who designed them understand how their customers  do things.

One of the questions I am asked most frequently is 'which email service provider or delivery platform is the best?'

The answer is 'how long is a piece of string?'

The Christmas season is well underway for retailers, which means customer service departments will be facing a battle to maintain standards.

With many customers shopping online for the first time, as well as those internet shopping veterans who will turn out in great numbers, etailers must ensure that they provide a positive experience to encourage repeat business.

So how can they do it? Some tips after the jump...

Providing customers with plenty of information during the buying process can help convert more browsers to buyers, according to a new survey of US web users.

Harris Interactive's Online Retail Report (pdf) surveyed 2,873 US adults, finding that 48% of respondents have increased their online shopping habits.