I wanted to like Kara Swisher's recent piece about Facebook's attempt to wrestle with its demons, but I can't. It feels too much like self-delusion. To cut to the chase, Facebook announced it was forming an oversight board with responsibilities for policing its domain and reducing or even eliminating the fake news and propagandistic uses the service has been subjecte...
After a 50 percent rise in the stock price of The RealReal, the marketplace for consigned luxury items, following its June 28 public offering, there's been a search to define what is so lucrative about this company, or e-commerce in general. The RealReal certainly has exhibited wisdom in various asp...
Online tech support scams have been on the rise for the past decade, as hackers found new ways to trick consumers into providing remote access to their computers in order to steal information. This tried-and-true scam currently relies on sophisticated social engineering, fueled by detailed user info...
National Customer Service Week is the first full week of October -- a designation we've celebrated every year since 1992. The week highlights the importance of customer service and the people who serve and support customers on a daily basis. Customer service is a big deal in e-commerce, as many cust...
Digital marketing was the firstborn child spawned from the invention of the Internet. It quickly became the major focus of businesses interactions -- and transactions -- both online and in person. Digital marketing now is fundamental to the success of your business. Why is digital marketing so impor...
Your new salespeople have very specific expectations of how their workday should flow. These 20-somethings want to sign a contract poolside, then post about it on Instagram -- #workingpoolside, anyone? They want to approve a purchase order on the go as they head to post-work Pilates and pizza. They ...
It has been my belief for several years that our industry is trending toward the formation of an information utility. I draw this conclusion carefully based on my understanding of how markets develop and commoditize. I consider the beginning of the modern IT era as the early 1970s. You can graph a r...
Digital transformation has left hardly any industry unshaken. In broadcasting, it's safe to say that it has transformed completely the way we create, deliver and consume content. Undoubtedly, the most noticeable change lies in the shift toward the OTT format. Traditional TV now plays second fiddle: ...
Salesforce continues to grow, albeit a little slower than in prior quarters. At least that's my reading of a $4.0 billion quarter that's 22 percent better than the same quarter a year ago. I am used to seeing growth percentages in the high 20s but I am not concerned about a slowdown. I don't know if...
Contemporary e-commerce means selling through a variety of channels beyond traditional company-owned websites -- including a plethora of social media, mobile and other platforms. Multichannel selling quickly has become the norm, and consumers increasingly expect to be able to shop wherever they happ...
Facebook has announced the release of Off-Facebook Activity, a tool that will let members see which apps and websites supply information about their online activity, and clear that information from their Facebook accounts if they wish. It will roll out initially to members in Ireland, South Korea an...
The modern world is becoming more difficult every year for e-commerce marketers. Audiences are harder than ever to reach as mistrust of traditional marketing tactics continues to increase. Banner ads are dying with the rise of ad blockers -- and proven lead generation methods like pop-ups and inters...
These days, what business isn't pushing to become more customer-centric? And for good reason --88 percent of businesses view customer experience as a competitive differentiator. A customer-centric culture is a source of long-term strategic competitive advantage. Culture is the one aspect of a busine...
Video traffic is expected to make up 82 percent of all Internet traffic by 2022. This spike coincides with the increased production and distribution of videos throughout every industry. With this in mind, it is important to remember that the value of video marketing for brands is as old as video its...
The road to e-commerce business success is hardly a straight and narrow one. Every step in a business lifecycle -- from launch and growth to scale and maturity -- is fraught with peaks, valleys, bumps, hazards and roadblocks. Your plan and reality are usually very different! When reflecting on how c...
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