Customer service matters in a hyper-connected world. Here's why.
Quick thoughts on Steve Jobs' resignation as CEO of Apple.
Borders didn't go bust because of e-commerce or e-books. But their failure there points the way to understanding why and how you can avoid it.
The American Customer Satisfaction Index numbers are in. Here's what it means to you.
Online marketers have had to work hard because competitors are just a click away. Now, mobile makes the same thing true offline. Are you ready?