The Senate is considering legislation that would effectively end tax-free shopping on the Internet. Here’s a closer look at some of the many wrinkles in this complex debate. [Source: Wall Street Journal]

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Recognizing that consumers may want to visit a Gap Inc. store  to try on clothing, and end up spending more as a result, Gap is adopting a variation of the order online/pick-up-in-store model designed to prompt consumers to spend more time in the store. [Source: Internet Retailer]

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“Social media is no longer just a clever marketing tool: It’s also a fast-growing channel for customer service. Over half of consumers now use social media to directly reach out to companies to report satisfaction, lodge complaints, and ask questions, says Nielsen’s 2012 Social Media Report. And one in three social media users now prefer social care to contacting a company by phone.” [Source: Forbes]

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Many ecommerce merchants use Twitter to connect with customers, build personal relationships, and influence conversations to meet business objectives. Merchants can learn what customers have to say about their brands and products, provide proactive customer service, and create promotional campaigns that drive sales. Successful use of Twitter requires that merchants understand how to leverage the platform to create the most response. Use these 25 tips to get started. [Source: Practical Ecommerce]

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Licensed sports apparel and gear web retailer Fanatics Inc. needs more fulfillment space, a goal the company plans to meet by opening two more e-commerce distribution centers: one this year and another in 2014 or 2015. [Source: Internet Retailer]

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Three years ago, Macy’s was still relying on Excel spreadsheets to analyze reams of customer data. Enter Karem Tomak, the vice president of analytics at Macys.com, whose task was to bring the 155-year-old retailer and Macys.com into the age of big data. [Source: CNBC]

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“Unanswered questions keep shoppers from buying. Over half (56%) of consumers will leave a retail site if they have questions about a product and the merchant doesn’t provide assistance. Smart retailers now offer consumer Q&A, letting shoppers ask questions on product pages. Shoppers who read it show 94% higher conversion – and 161% higher conversion when they read Q&A in combination with reviews.” [Source: Bazaarvoice]

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A Manhattan attorney has filed a $7,646.51 lawsuit against Brooks Brothers for sending him home with the wrong suit and then refusing to exchange it. [Source: New York Daily News]

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The impact of the information revolution in this digital age has barely begun to be felt in customer service. Advances in technology and managing technology to leverage the customer experience will transform the nature of customer service in the future. [Source: Business2Community]

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“While customers have migrated to web self-service in recent years, a majority of them fail to resolve their issue online. Consider this:  Only 39% of customers achieve resolution on web self-service. In comparison, 88% of customers achieve resolution on the phone. So, how can companies tweak the service website to mirror successful live interactions (and deliver successful service at a fraction of the cost)?” [Source: Customer Contact Leadership Council]

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