Jeff Ginsberg, Chief Email Officer of The eMail Guide, interviews Barbara Westhorpe, President of Bamboo Cricket at the MarketingSherpa eMail Summit 2010 in Miami.

Takeaway: You have to be very nimble to respond and be better than everyone else. As an internet consumer, if I don’t like the way someone’s treating me as a client, I’ll go down the street. It’s cheaper to keep a customer than it is to get a new one.