In this issue we look at how to measure the quality of the service you provide to your customers; give tips for increasing your online sales and consider the best ways of using social media to boost your brand.

• Editor's Desk
• Bite 1
• Bite 2
• Bite 3
• Working Web
• Last Word

Social Media: Fans and Followers are an end, not a means

There is a growing pressure on businesses to have a presence on Facebook and Twitter – but does it really boost your brand?

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