Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think. Bite-Sized Delights From the Episode: How REI’s customer service and marketing collaborate to provide a coordinated customer experience. The keys to throwing a great conference, and what you need to look out for. How typos and dated paperwork made a bad experience even worse. Why most customers still prefer to reach you by phone. Are You Looking for Things We Referenced? 6 Reasons to Unite Your Customer Service and Marketing on Social Media by Josh Rickel Dan's dad's "Bipsy" results Smarter CX by Oracle Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!