Customer Service Scorecard: What’s Your Grade?

As we near the holiday shopping season, online businesses are scrambling to get email campaigns, paid search ads, home page banners, SEO tweaks and last-minute site updates out the door. But customer service policies and features are just as important ...

Global Payments: One Size Doesn’t Fit All

Did you know that China, the largest online market in the world with 420 million internet users, still has a relatively low credit card penetration rate? In the large cities including Beijing, Shanghai, Shenzhen, Xian and Nanjing, online credit card usage ...

Creative Places to Ask for Feedback

On Wednesday we looked at tips for developing customer surveys with Theresa Maddix of Foresee Results. Today we’re going to look at other ways retailers are collecting customer feedback – asking for feedback through on-site calls-to-action, ...

Tips for Developing Customer Surveys

I recently caught up with Theresa Maddix, a Satisfaction Research Analyst with ForeSee Results to interview her on the subject of customer surveys. ForeSee Results is a market research consulting firm which also offers a customer survey tool for retailers. Linda: ...

Turn Refunds Into Many Happy Returns

Unfortunately, the holiday season’s higher sales often precede high levels of returned merchandise in January. Not a great way to start the New Year. But there is a silver lining, you can glean some benefit from the return if collect the reasons ...
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