Annie Tsai is the best selling author of The Small Business Online Marketing Handbook: Converting Online Conversations to Offline Sales. She is chief marketing officer at Demandforce, an Internet marketing and communication company that advises small- to medium-sized businesses. She and the team at Demandforce have worked closely with small businesses for over a decade to understand how to leverage online tools to maximize return. Tsai has prior experience designing global customer experience and retention management strategy and managing sales, sales engineering, and social and email marketing strategy design and implementation. Her blog about customer experience and life in the San Francisco Bay Area is immensely popular.