Digital Engagement Blog

It takes a little luck to excel at customer engagement. I’m sure this notion doesn’t sit well with those of you who like to be in control, but America’s national pastime can shed some light on why this random perspective can actually help you improve customer experience and digital engagement.

Working online… checking my phone (alerts/texts/emails/updates)… browsing online… browsing on my phone..texting… etc.  Sound familiar? I’m just like the majority of adults engaging in the digital world we live in today.

Did you know:

Sensing danger, I glanced up from my smartphone and stopped dead in my tracks.  Between me and the department store exit lay a shopping man’s nightmare: The Fragrance Gauntlet. A long row of atomizer-wielding trigger-happy “consultants” stood in ambush, ready to interrupt my journey and douse me with free samples of cologne.  I wanted to turn around, but it was too late.  I had already made eye contact.  All I could do was take a deep breath and hold it. 

Our April webinar on digital context contained five new insights about where consumers are going and how best to engage them in this new world.  During the live session, one attendee asked that we explain insight 2 in more detail.  This post delivers on that promise.

I recently had the opportunity to host a webinar with some true experts in the field of consumer behavior, Martie Woods, Lead Strategist at Stone Mantel and Stacey Symonds, Senior Director, Consumer Insights at Orbitz Worldwide. Together, the two discussed recent insights from Stone Mantel’s Digital Consumer Collaborative, a research-centered, cross-industry collaborative approached designed to predict where the digital consumer is headed.

There’s a deli down the street from my office. It’s one of numerous restaurants within walking distance of where I work. Today I went for my usual order – roasted turkey, lettuce, tomato, cucumber and honey-mustard dressing on freshly baked, whole grain flatbread.

The two cows were standing next to a cage, with a scary, red-eyed, beast inside. The caption above the cage warned: "Eat Chikin, or Weel let this thing out."

I don’t know about you, but I usually don’t pay attention to highway billboards. But this Chic-fil-a billboard was quirky. It caught my attention, made me smile, and perked me up on an otherwise dull commute.

Have you seen that GEICO TV commercial where people are heckling two camels at the zoo?

…Hey camel! …Guess what day it is?”…

…Huump Daay! Then, one of the camels complains: “It’s not even Wednesday.” And the other camel says: “Let it go, Phil.”

We just made a big announcement. Huge in fact.

We have released the latest generation of our digital engagement solution, My:Time™ 3.0, which will allow enterprises to provide an entirely new way to proactively engage customers with a never-before-seen continuous service experience across digital channels.

As we all well know, mobile payments are on the rise, and are expected to continue to increase over time. Despite widespread mobile adoption, mobile payments and mobile customer care have not reached their full potential for retailers, app developers, and even marketers.