8 Social Technology Trends Enabling (or Disabling) Customer Engagement

Comments: 1

  • Margot – as always – your insights and perspectives are exceptional, as we look to engage and support the new, empowered, wired and knowing customer. With all of the fragmentation and acceleration of technology, we’ve seen a wave of “800lb gorilla” type customers that are pushing their weight around, requiring yet another, perhaps a higher need. Getting empowered employees that have the tools (CRM), support and IQ, EQ and Awareness to tame the beast. I was just at a PACE association (www.paceassociation.com) event, where there was a lot of talk about this specific issue. Thanks for this, as always. Looking forward to connecting!

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