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12 Customer Service Fails

12 Customer Service Fails

You'll want to download 12 Customer Service Fails and How They Could Have Been Prevented, a new ebook published by ICMI. In the ebook, 12 customer service experts--including E-WRITE's Leslie...

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Which Online Retailer Does E-Mail Best?

Which Online Retailer Does E-Mail Best?

Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven...

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Guide to Writing for Social Media

Guide to Writing for Social Media

We developed this social media writing guide for the Centers for Disease Control. While the examples will be most relevant to health communicators, the guidance about writing for social media is...

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Which Hotel Chain Does E-Mail Best?

Which Hotel Chain Does E-Mail Best?

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best.  Using the clever pseudonym “Jane Doe,” we sent the...

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