Ten customer service tips for online businesses. How to keep customers happy and turn them into evangelists for your company.

How many times have you announced a big strategy or organization change and just when you thought it was working it becomes obvious the change didn’t happen? You’ve got everyone in the company talking about it – but what happened? A common mistake that many leaders make is to announce the change, hear the instant positive feedback (ignore the naysayer’s input) and assume that the organization will take it from there.

The perception in the marketplace, according to research, is that customer service is declining. Whether consumer expectations have increased or services have declined over the last few years is debatable. The fact is, perception is truth, in the consumers eyes.

If you own a small business, you can’t afford not to have a small business CRM system…

The two key factors in customer service recovery are strength and severity: Strength of the customer relationship and severity of the service failure.