It goes without saying that eCommerce has changed the nature of shopping, as many retailers did away with the brick-and-mortar model (or at least shifted focus) in favor of shopping online. Now it seems there’s…

By Ashley Eckel Right now, at this very moment, your (would-be) customers are on their smartphones looking for anything that will help them shop better, become more informed and connect to brands in a more…

It’s the second day of the Luxury Interactive conference here in New York City and our guests are already loaded up with enough content to take back to their offices and improve their marketing ops….

According to new research from StellaService, an independent ratings agency providing retail customer service performance analytics, brands like J.Crew and Fab.com continue to lead the race for the best customer service game in town. J.Crew…

By now it’s no surprise that social media has become an invaluable customer service tool. But to say, “We use Twitter for customer service,” doesn’t really mean much unless you have a true strategy and…