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...