Recently Peppers and Rogers (insight@peppersandrogersgroup.com) weighed in on the Advertising Research Foundations’ (ARF) definition of customer engagement. Apparently the ARF definition is “Engagement is turning on a prospect to a brand idea enhanced by the surrounding context.”
  I agree with Peppers and Rogers. What does this mean? How does this definition clarify anything? Furthermore, how […]
Technological Singularity - the point when technological progress and societal change has accelerated to a point where people lose the ability to comprehend and reliably predict what’s happening in their world.
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  As I argue in Chapter Seven of my forthcoming book “Addicted Customers”(www.AddictedCustomers.com) -this perceived loss of control is happening today. This not only puts […]
 I just read titled “Consumer phone rage is serious issue for UK customer service” and am more than a little shocked at the direction and tone of the article. Check it out for yourself at www.customermanagement.co.uk/cmnews.
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  Here are the facts as reported:
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“Â 37% of UK consumers admitted shouting or swearing at customer service agents over […]
