Black Friday And Cyber Monday Essentials: 10 Trends In Customer Service, Retail, eCommerce

Here's a timely refresher as we head into Black Friday and The Season: The 10 trends I'm seeing more of this year in my work as a customer service consultant: trends in how customers and their customer service, customer experience and retail expectations are changing. Please don't overlook these as we head into the battlezone (I overstate, but just by a little) that starts tonight and with any luck won't end for us 'til about January.