The insider's guide to customer service on the web, Ten Secrets of Successful Customer Service distills the best practices of successful customer service thought leaders from a variety of industries. Learn the ten best practices for web-enabled contact centers and how to create a state-of-the-art integrated contact center that will maximize the quality and cost efficiency of your company's customer service.

What are the real drivers of loyalty and defection from the customers' point of view? The Loyalty Connection: Secrets to Customer Retention and Increased Profits explores why customer loyalty is so crucial to business success. Learn how to:

• Understand drivers of loyalty and defection, from the customers' point of view.
• Develop a loyalty strategy focused on the "right" customers.
• Systematically deliver what your customers value, and fix it quickly when you don't.
• Implement measurement and reward systems to encourage customer-centric behavior.