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[2009-05-22] Exploring The Problem Of Poor Customer Service In Large Web Companies
Here are several excerpts from an excellent post by Phil Wainewright, Web Giants and the Helpless Individual, which explores the problem of poor customer service and support from some of the largest web service companies:

[2009-05-07] Ensuring Customer Satisfaction Is The Best Marketing
Here is an absolutely great post that appeared in the Dovetail Software Blog, Be the Duck: It's a known fact that it costs five times more to gain a new customer than it does to retain an existing one. So why do companies seem to invest more time, money and effort in the former, when the latter is what will really keep them afloat?