A more sophisticated view of the customer is necessary to move beyond a static view of relationships.
It’s time to get informed and emotional about customers. Doing so opens the doors to new touchpoints that are emerging and those that have already surfaced.
Then and only then can we redefine online relationships to signify the way in which two or more people or organizations regard and behave toward each other.
Once you listen, not monitor, but truly listen to customer activity and observe online behavior, you cannot help but feel both empathy and harmony.
===> Empathy <=== is the secret ingredient in what I refer to as the ART of Engagement. It is the source of inspiring desired Actions, Reactions, and Transactions that means something to all those involved in commerce and relationship models.