BusinessWeek, March 3, 2008
PDF | English | 9.6 MB
Customer Service Champs
Meet the best-in-class companies that deliver just the right level of service -- and avoid the disastrous slipups that can drive today's digitally empowered consumers to trample a brand's name across the Internet.
Consumer Vigilantes
Fighting for the right to speak to a manager.
Health Care
The battle between insurers and hospitals over fees, with customers caught in the middle.
Hollywood
The award for best supporting role goes to... insurers.