• Customer Satisfaction | Customer Satisfaction Is a Commodity
  Successive waves of innovation have made customer satisfaction table stakes. Businesses need to move beyond mere satisfaction to true customer engagement.
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• E-Commerce News: Customer Service: Pre-CRM: Relating Before There's a Relationship
  Often in the online world, customers fall into a rabbit hole of frustrating live chat sessions with anonymous customer service representatives who offer canned, impersonal and often comical responses to complex customer questions. Or, customers are required to fill out and submit contact forms in order to get an answer (or an annoying phone call) hours or days later, rather than at the moment when their need to know is immediate.
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• Exceeding Expectations with Live Customer Engagement
  Existing chat technology in the marketplace today is terrible. Meeting customer expectations starts with addressing the customer's sense of urgency to connect with a real human being.
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• Humanizing Online Commerce | SalesAndMarketing.com
  For the last decade and a half, the focus of online business has been to take people out of the sales process. While this model works well for low-priced commodities, it fails for complex, online-to-offline transactions in which product and sales professionals are still essential to the sales process.
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• The Future of Product Innovation for Retailers
  Today, data assets and associated insight into shopper behavior that didn't exist ten years ago are changing the innovation game.
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• Three Ways to Increase Engagement on Your Website by @lieflarson | Spin Sucks
  To increase customer engagement, many businesses deploy online chat tools. But this doesn't work. There are better ways to build trust and engagement.
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• Why Personal Branding Matters to Big Companies
  Technology has been harnessed to make it very efficient to buy things like books, music, movies, gadgets and hardware online, with no human interaction in the transaction. It next needs to be harnessed to increase the efficiency of online-to-offline transactions, where human engagement is required.
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• Software Developer Workface Bests Chat Platforms For Online Engagement Again With First-Ever Facebook Integration
  Workface continues to raise the bar on online customer-engagement experiences with integration of its portable profile-based customer-engagement platform into the Facebook ecosystem. The only online company with the ability to integrate with Facebook, Workface enables companies to live “virtually” where their prospects and customers are.
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engagement from all users