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- American Customer Satisfaction Index
National economic indicator of customer satisfaction with the quality of goods and services available to household consumers in the United States. From the University of Michigan Business School.
- BusinessWeek: Service, Please
"More and more dot-coms are figuring out that cutting corners on customer satisfaction and service is a one-way ticket to Nowhereville." (10/23/00)
- CNET: Some E-tailers Still Missing Customer Service Boat
"Online merchants are getting better at customer service, but some major online stores still don't get it, researchers say." (8/23/00)
- Customer Care Institute
The Institute provides research, advisory services, training and networking opportunities for Customer Care professionals.
- E-Commerce Times: E-tailers Flunk Customer Service Test
"E-tailers, even the most popular ones, are universally failing to provide high-quality online customer service..." (8/9/00)
- E-Commerce Times: Study: Poor Customer Service Costing E-tailers Dearly
"According to a report from market analysis firm Datamonitor, poor online service cost Internet retailers a combined $6.1 billion (US$) in sales last year, and could balloon to more than $173 billion." (7/10/00)
- Fast Company: How May I Help You?
"To find out what it takes to deliver great customer service, Fast Company asked 15 experts for their insights." (3/00)
- InternetWeek: Customer Service - Pamper Your Customers
"The definition of CRM is becoming broader as the e-commerce explosion continues." (10/16/00)
- InternetWeek: Wake-Up Call for E-retailers
"A new wave of tools promises to give Web consumers the service they deserve." (9/25/00)
- New York Times: Online Customer Service Found Lacking
"In a survey to be released today, Jupiter Media Metrix (news/quote), an Internet research firm, measured customer service response times at 250 Web sites in December." (1/3/02)Free registration required.
- Nua Internet Surveys: Customer Service
Summaries of research surveys about online customer service.
- Resource E-Commerce Watch: 10 Demandments for Earning Online Customer Loyalty
Take the online e-loyalty challenge and see how loyal you are.
- WebmasterBase.com: The 10 Do's and Don'ts of Outstanding Customer Service.
"Here are some tips and real-life examples to help you improve your relationships with customers through outstanding service. Amazingly, as we'll see, it all comes down to what your mother told you all along." Links to related articles. (12/22/00)
- ZDNet: Customer Service Will Make or Break E-commerce Sites
"What's the right way to do customer service over the Internet? Many solutions are emerging." (4/12/00)
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