E-COMMERCE AND MAIL-ORDER CALL CENTER ASSISTANCE

TARP's original research in the 1970's and 80's documented the impact of easily accessible, effective telephone service on customer retention and enhanced revenue. That research instigated the GE Answer Center and other early uses of 800 numbers. More recently, several respected authors have written about the importance of companies' advancing beyond customer satisfaction and loyalty to inspiring a high level of commitment to the degree that customers will evangelize or enthusiastically tell others about the product or service, and even overlook occasional product and service glitches.

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