Convenience is invaluable for both sides in business-customer interaction. Thus, companies increasingly are integrating live chat and messaging – an advancement from voice and email – into the customer service channel mix. Third-party apps facilitate and fuel this trend. “The top three apps (WhatsApp, WeChat and Facebook Messenger) each have more than one billion active daily users, making them seemingly indispensable for brands to engage with their customers," says Bo “Bobby” Zhou, associate professor of marketing at the University of Maryland’s Robert H. Smith School of Business.

In the mood to indulge in some retail therapy? Take a seat on the couch. See a mixer that you like in the "Great British Baking Show" or a favorable shade of lipstick on an actress? Shoppable TV is here to put those products in the hands of consumers. The latest marketing method to hit the small screens, shoppable TV offers viewers a fully interactive and seamless purchase experience that happens while they’re watching their favorite shows.

The Marketing Science Institute (MSI) has named Bobby Zhou, assistant professor of marketing at the University of Maryland's Robert H. Smith School of Business, as a member of its 2019 Class of Young Scholars. The program recognizes remarkable marketing scholars that the organization believes will be the leaders of the next generation of marketing academics.

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