Elk Grove Village, IL-based Collections Etc. plans to develop a customer database to quit the mass-market mailing approach and instead target catalog and Web offers based on market segments.

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Who has America’s best customer service? Here is a list of the top-ranked companies. The rankings, according to USA TODAY and Plant-A Insights Group, recognize winners across 67 sectors.

The same can be said for customer service -- the delivery often determines the reaction. I've written quite a bit in the past about what not to do when speaking to customers.

At the call center inside the sprawling Fisher-Price headquarters in East Aurora, the people who answer the thousands of toy queries use the company’s evolving digital systems to make time ...