How technology ruined customer service--and how three start-ups plan to rescue it.

No two clients are the same. Your services shouldn't be, either.

New live-chat software helps Web merchants convert browsers into buyers.

The customer enters McGrath Acura of Westmont, Ill. Within seconds, the salesperson pounces.

"Hello. My name is Grace. How can I help you?"

"Just looking," the visitor replies.

"Let me [ … ]

The roof leaked, the financials were sketchy, the employees were unmotivated, and the customers were disgruntled--so Mike Schwartz decided to buy the place. Now his Harley-Davidson business is a $53 million-a-year phenomenon.

Spend a few hours at Mike's Fam [ … ]

In a new book, Satisfaction, James D. Power IV of J.D. Power and Associates, the customer service tracking company, talks about treating people right.

How do you know if you have a customer service problem?
You're spending more money to acquire new customers [ … ]

Often thought of as mercenary moneylenders, factors are undergoing a customer-friendly makeover.

Gary Wassner is guaranteed a front-row seat when the fashion-design house Tuleh has its runway show during New York City's Fashion Week this February. But unlike [ … ]

Our monthly letter from the editor.

Every enterprise needs a Bo Burlingham. He's the person who remembers why the company was started in the first place, and he's the guy with an eye trained on the horizon. People like Bo are always saying, "We should be thi [ … ]

An entrepreneur campaigns against automated customer service.

Before his half-dozen TV interviews in December--including a few glorious minutes on the Today show--Paul English seemed an unlikely standard bearer in the war against automated phone systems. Aft [ … ]