As companies evolve, my argument is that the enlightened ones will enable their people with the tools to build direct, real-time relationships with web-based customers through customer engagement because there is no better messenger of trust than an authentic, well intentioned human being. The reason companies still use humans in the offline world is because no product, service, message or technology can convey and inspire principles, values, virtues and qualities as well as a real person. At the advent of social media, companies became threatened. Trust is perception. MORE >>

” Lots of technology vendors, retailers, clothing makers and other types of companies have satisfied customers. So how do companies achieve this? What is that sets brands like Apple, Nordstrom and Nike apart from their competitors? It isn’t “customer satisfaction.” What sets these brands, and outstanding performers in other industries, apart from their peers is reaching a level beyond mere satisfaction (which customers now expect): customer connection. We ‘expect’ to be satisfied.” Engagement can happen only with real people. MORE >>

Search engines, company websites, directories and social bookmarking sites are great for finding things. The rewards for companies that embrace this change will be more leads, shorter sales cycles, and more satisfied customers. They help you find products, prices, related websites and other information. About the only thing they don’t help you find is people—the right people to talk to when you have questions about a product or service. Corporate websites particularly seem designed to prevent real, and real-time, human contact. Who are they? Where are they? MORE >>

But if that’s the case, why does your company still only have eight friends on Facebook? Your company's online success depends on several factors, and if you don’t account for all of them, you could find yourself stuck in the social media wastelands. If you do, your customers will be more likely to turn to your company whenever they need a product that you’re selling. You'd be surprised how many companies forget to keep their social media strategies in line with their value propositions. GUEST POST. 1) Stop trying to build Rome. Build relationships. MORE >>

In this anonymous future consumers (visitors) will need to grant explicit and unambiguous consent to allow companies to gather data from their visits. I remember the late 1980's Internet (pre-browser days) when I would connect via the telelphone line in my home with a Hayes Smartmodem. Back then your only choice for "social networking" was IRC, it was text-only and you would like. Other than my handle, I was basically incognito. Who could have imagined that a single website called Facebook would become a digital playground for 900 million active monthly users? Whoa, wait a second! MORE >>