It isn’t “customer satisfaction.” ” Lots of technology vendors, retailers, clothing makers and other types of companies have satisfied customers. 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. In retail, 42 percent of Nordstrom's customers connect at a higher level compared to 29 percent for Macy's and 23 percent for Walmart.” Customer satisfaction has become a commodity. MORE >>

In my last blog post, Messengers of Trust: Part I, I stated that all products, services, and messages are created by people and that customers have an innate ability to interpret the intentions of the (often unseen) people behind the products, services and messages they are evaluating. 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. MORE >>

The rewards for companies that embrace this change will be more leads, shorter sales cycles, and more satisfied customers. The reward for customers is a more productive, comfortable and personal buying experience. To learn more about how humanizing online business can benefit your business, and your customers, download our white paper Humanizing Online Commerce: Why It’s Time to Use Web Technology to Put People Back Into the Sales Process Search engines, company websites, directories and social bookmarking sites are great for finding things. Who are they? MORE >>

Companies not anticipating and recognizing the technological changes happening in the market and the attitudinal changes of the next wave of customers will put themselves at risk; it’s as simple as that. The online customer experience isn’t as personal as being there live, but for common purchases, the convenience and price of online buying is compelling. Through the “Connect with Us” option in their website footer, prospective customers can engage with a company expert to ask any remaining questions they have after their online research. MORE >>

Instead of relentlessly promoting your business to expand your customer base, focus your efforts on building a good relationship with the friends and followers you already have. If you do, your customers will be more likely to turn to your company whenever they need a product that you’re selling. That sort of recognition leads to positive reviews, and positive reviews will always lead to more customers. These niche sites make it easy to access the customers you’re after, but only if you know which ones to use. GUEST POST. 1) Stop trying to build Rome. MORE >>