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Marketing and Customer Care

You built it, but will they come? Do Old Economy marketing concepts apply to the New Economy? Learn about e-commerce marketing strategies and find out how to market and promote your digital business.

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Answering the Call
- by Susannah Patton
How some companies are trying to make voice mail jail and consumer frustration with call centers a thing of the past.

Can Self-Service Deliver Better Service?
- by Allen Bonde
How to avoid making mistakes when you're planning, developing and deploying new self-service applications.

Aligning With the Market: Focusing on 'The Customer's Total Experience'
- by Knowledge@Wharton
Medium- to large-size firms that attempted customer-focused reorganizations have had mixed results. Why?

The Price of Online Privacy
- by Scott Berinato
Transactions that would be unnecessary invasions of privacy in the real world have somehow become standard operating procedure online. So what's going on here? Is privacy an all-or-nothing proposition for online customer service?

Nine Ways to a Great Brand
- by Taddy Hall
Managers who want to use brands effectively must first establish how their customers use brands in their lives. That's easier said than done.

If You Want to Reach Consumers, Think Privacy and Trust
- by Dr. Larry Ponemon
Does customer trust in your organization translate to greater loyalty and openness to learning about your products and services?

Marketing Automation for the Masses
- by Pam Baker
Marketing automation is cheaper, faster and easier to adjust per market demands, according to its proponents. But what is it?

Best Practices for Solving the Self-Service Paradox
- by Allen Bonde
How to balance your business goals with the customer's needs.

SMS: A Whole New Way To Irritate Customers
- by Erika Morphy
Gee, it doesn't take a rocket scientist to understand that marketing messages sent via SMS will become as irritating to consumers as cold calls and spam.

Fighting Phish, Fakes and Frauds
- by Alice Dragoon
Spoofing is a threat to any company with a sizable customer base, and it threatens to undermine the future of e-commerce. Get smart about what you can do about it.



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