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Digital Engagement Blog

Opposite Day: What NOT to do via Social Customer Care

Let’s face it. We all know what it feels like to have a horrible customer service experience. So, in honor of #OppositeDay we thought we would provide a few of the worst social customer care practices – the opposite of what you should be doing - and offer recommendations on how to avoid them.

Topics: Customer Engagement Customer Care

In Digital Engagement, Convenience Trumps Customer Experience

Since 2013, we have been casting a critical eye on how enterprise engagement solutions solve problems throughout the customer journey. The exponential growth of mobile commerce has amplified both the need for better enterprise engagement solutions and the current lack of true solutions in place across the omnichannel customer journey.


Our latest white paper, Digital Disconnect: How New Consumer Behaviors Disrupt Customer Engagement, revealed some intriguing findings:

Topics: Customer Engagement Customer Acquisition Digital Commerce

Star Wars Spoiler: Is The Force Awakens Really About Digital Engagement?

I have a surprise for you.

That new Star Wars movie?  It’s not what you expect.

It’s not about Luke Skywalker, Princess Leia, Han Solo, or Chewbacca. And the new characters—Rey, Finn, Poe, and others? They are but a backdrop to the larger plot point: Digital engagement.

Think I’m not serious? Read these quotes from the latest installment in the Star Wars franchise and you might change your mind:

Topics: Customer Engagement Digital Context Consumer Behavior

I Have a Bad Feeling About This: Avoidable Digital Engagement Mistakes

“I have a bad feeling about this.”

Sound familiar? It should...And, if you’re a Star Wars fan, it most certainly does.

Various versions of “I have a bad feeling about this” appear throughout all episodes of Star Wars. For me, the most memorable occurs in episode IV, the original Star Wars from 1977, when Luke, Leia, Han, and Chewie find themselves jumping into the Death Star’s trash compactor in an attempt to evade stormtroopers and certain capture. It gets eerily silent, except for some creaking in the walls. Just before the walls start to close in on them, Han Solo is a soothsayer, “I got a bad feeling about this.”

Topics: Customer Engagement Digital Context Consumer Behavior