Digital Engagement Blog

It’s not what you’re thinking. This is a tale of customer experience in a time of remarkable change. It begins with showrooming, the despicable term that brick and mortar retailers utter with a sneer much like Jerry Seinfeld’s every time he greeted Newman. I bet you can picture a showroomer right now roaming your store. (Sneer) Showroomer.  

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.

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.