Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

In these economic times, it is essential to focus on customer retention. Why? Because customer retention is key to maximizing profits. Retaining customers costs less than acquiring new ones, and ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...