Marilyn has received a 2010 “Most Improved Brochure” award from APEX Awards for Publication Excellence! She revamped Birth To Three’s general brochure.

Respond! That's the lesson after a test of 49 well-known companies by MediaPost. Only half replied to the e-mail inquiries and only 33% of those met the 24-hour deadline. To have better online customer service than Apple and Wal-Mart, reply promptly.

Blogs are probably passe now that even the CEO of Marriott has become a blogger. The Internet world moves fast, so stay alert to what's on the horizon and what's being adopted by your target audience.

I was stuck at the DMV, needing a fax machine to receive insurance company documents. TechnaPrint, my longtime printer, was blocks away. The happy ending to this customer service story: TechnaPrint let me give its fax number to the insurer. Thanks!

The opt-in community of Twitter doesn’t care about your morning coffee drink. But Twitter could build loyalty by letting your customers share tips or letting you to reach a subset of your main audience.