• Complain Like Hell...Again Click Z - Compares the way two web sites and their respective companies deal with complaints

• Jupiter Finds 42 Percent of Websites Fail At Customer Service 42% of the top-ranked Websites either took longer than five days to reply to customer email inquiries, or simply never replied

• Users who register on sites more than twice as likely to buy online," Ch7 Europe,  Fletcher Research (UK) reports that on why getting customers to register is important.

• Locking in Loyalty ClickZ How to use loyalty programs to develop customer loyalty online. As well as repeat traffic, you can build profiles to use in targeted marketing

• How Eservice Could Put You Out of Business ZDNet Warns that existing companies are vulnerable to Internet upstarts if they neglect eService to customers. Most frequent forms: FAQs, discussion groups and chats, and e-mail inquiries and answers.

• Sites Must Serve Customers Internet Week Sites must seamlessly manage information if they wish to be effective.

• Don't Automate This  Click Z How to obtain the real useful information from all the customer service emails that you receive.

• Web technology is no substitute for customer service InfoWorld  Web sites need to provide proper customer service to be truly effective - emails need to be answered quickly and contact numbers prominently displayed.