An example (e.g. Virgin Atlantic Airlines) is sometimes the best teacher.

The risk of not seeing where the customer care market is headed is that market share will be lost to the early adopters.

Last week I blogged about a recent security study revealing the value of anti-fraud efforts to e-merchants.  Statistics and analysis substantiating the assertion that customers buy more and are more loyal when a merchant has anti-fraud efforts.  There are no better illustrations than Virgin Atlantic Airways and Carnival Cruise lines.  My recommendation to merchants was to promote those anti-fraud efforts in order to inform customers and thus realize these benefits.  Look who is already doing this. More...

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