Lynda and I just registered and plan to attend this conference in San Francisco next month www.csitnm.com/ It looks to be a really fresh look at how customer service truly is the opportunity to build brand. Topics covered appear to include: * Building a customer-focused culture * Living the brand * Customer Service as Community and Community ...

So when does outbound messaging become a care touchpoint instead of a marketing opportunity?  The interaction is becoming increasingly blurred. Yesterday, my digital frame service password wasn't working (separate topic/issue) , and in a frantic move to send ''grandma'' photos of her 19-month twin grandsons raking leaves, I signed up for this ...