As Richard Braddock sees it, customer loyalty is every bit as important on the Internet as it is in the real world — and is his case, a little more so. Braddock, chairman and chief executive officer of FreshDirect, the New York-based Internet grocer, believes that the key to his company's improvement was a matter of not only getting logistics and product selection right, but overlaying that with a brand of customer service that works for the Internet as well. According to Braddock, getting ...

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