Travel marketing (as well as most services), requires offering experiences that meet your customers expectations, every time. Here's why that matters.
Customer service matters in a hyper-connected world. Here's why.
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.
Web analytics don't measure customer satisfaction. Until now. Avinash Kaushik on 4Q and measuring customer satisfaction.