After hearing Forrester analyst Diane Clarkson talk on “Customer Service Is the New Social Marketing” at eTail last month, I just had to ask her to share her insights here. Diane’s work at Forrester focuses on online customer service and she’s become convinced “social media and customer service are no longer flirting — they are getting […]

The sessions at eTail, the conference for multi-channel and online retailers, were chock full of new perspectives and new technologies. The title for this year’s event, held last month in Palm Springs, was:  “The Future Is Now: Managing ‘What’s Next’ While Remaining Focused on Today’s Brand Experience.” […]