Seventy percent of American consumers report having a bad customer-service experience that left them "upset" or "extremely upset" in the last 12 months, according to a new national survey.

For major marketers, competing and winning in the sports arena means more than simply affiliating a product with the team that posts the most points or the athlete who stands out in the draft picks.

Imagine a software strategy that allows an organization to combine the disparate data threads it collects about customers, then, using the Web and other technologies as well as non-technical methods, put the data to work to develop closer ties with customers.

A company is unlikely to gain satisfied and loyal customers when they feel they've been duped. Companies that employ stealth marketing — otherwise known as undercover or guerilla marketing — hire shills to pitch products or services to potential but unsuspecting consumers.

A smart customer service employee knows there is a fine line between a pleasant, efficient discussion of the customer's needs leading to the discovery that she would be better served with the company's upgraded service ...

Since 1980, the proportion of overweight U.S. children ages 6 to 11 has more than doubled, according to the Centers for Disease Control. Childhood obesity doesn't stop at our nation's borders; it's a global trend.

Did you ever notice how shoppers often thumb through magazines, but when it comes to making a purchase, they never pick the one at the front of the rack?

A marketing professor at the W. P. Carey School of Business examines the client-supplier relationship in a recent research survey.

Would your customers say that the services they received from your company are the services they expected to get? If not, then your company may suffer from a services quality gap.

IBM's Customer Obsession Program (COP) is focused on achieving a world-class client experience, service delivery that is consistently the best, and a passionate commitment to the customer.