Whenever the phrase "sustainability" is used, more often than not it is said in the context of environmental awareness. Less attention is given to the ways sustainability can be applied exclusively within a business setting, or the different ways it can surface in a company's day-to-day activities.

In the past I have written about the importance of customer service with regards to sustainability.  I'd like to refine this notion by breaking the general concept of "customer service" into two components: KYC (Know Your Customer), the manner in which a company constructs the relationship with the customer; and QOS (Quality Of Service), the manner in which a company provides its services and products to the customer and how the delivery supports or hinders the relationship.

Given the troubled economy, personal experiences dealing with poor service, and recent national security news in the Web hosting industry, i ...
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