Customer Bill of Rights from Expert Marsha Collier

Consumer confidence was up in January, according to The Conference Board. It's Consumer Confidence Index climbed to 60.6, up from 53.3 in December. Consumer spending is also rising and all this may translate into a better 2011 for many businesses.

In all this good news, customer service expert Marsha Collier (right) hopes that companies won't forget some of the hard lessons they learned during the recession about building and retaining customer loyalty.