Customer Name-Calling May Delight or Displease (E-Commerce Times)

You, Mr. or Mrs. So-and-So, might have noticed a hot trend at retail establishments. You're about to travel merrily on the road to checkout anonymity when an eager clerk flips up your credit card and wishes you -- personally, by first or last name -- to have a nice day. It's a strategy extolled by many customer service experts, who argue that such personalization makes customers feel important.

Click here to read complete article