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As advertising budgets shift to online efforts, customer care is where the money is. The contact center is becoming an increasingly important facet in the arsenal of any company aiming to deliver not only high-quality service to demanding customers, but a profit center for its own operations. Read More

Knowing how and when to invite a customer to chat and which customers to chat with can turn live chat from a customer service convenience into a sales-generating tool. Read More

This is a neat little tool I found that analyzes your clients using the 80/20 principle. The way it works is that you put in your clients, answer some questions about them and then it lines up the data into tables, showing you where the results are coming from so you can compare and contrast them. The more clients you add, the better it works. Read More

Marketers often entice customers to buy a product by offering a free gift with the purchase. They might, for example, offer a free half gallon of milk with the purchase of Oreos or a pair of tickets to Disneyland with the purchase of an airline ticket. Research at the University of California, Berkeley, however, suggests this approach may not be s Read More

The Small Business Administration on Tuesday announced that it has chosen 11 cities to participate in an initiative designed to stimulate jobs and growth while targeting inner-city small businesses. Read More

The customizable bits of software on Facebook and other social networking sites are the latest trend in viral marketing. But are widgets here to stay? How to effectively use them right now. Read More

True word of mouth emanates from a grassroots-driven community that inspires passion and customer evangelism. It's a sustainable, long-term form of word of mouth that can build brands. There's countless ways to think about making that happen, which is part of the challenge.

That's why we are introducing the Society for Word of Mouth.... Read More

Small-business owners take note: Changes in the tax code this year could add a few dollars to your coffers. But you could be in for colossal headaches if you've been sloppy in your record keeping. Read More

Rodney Bartlett interviews Google's Matt Cutts at Pubcon 2007 in Las Vegas. Matt had some excellent tips for small business owners and answered a few great questions. Read More

80% (84%, actually) of the time spent on blogs comes from 20% of the audience, a comScore study finds; this presents an opportunity to develop a unique audience for your blog. Read More