Commerce is once again becoming conversational as technology enables companies to interact intelligently with individual customers across time. Gaining a better understanding of the mechanics of good conversation can help businesses become more than good companies-they can also become good company.
Editor’s Note: this is an excellent article and deceptively so. I first started skimming it and halfway through realized that it contained a lot of useful information.
Authors: Brian A. Johnson, Paul F. Nunes
Source: Outlook Journal (Accenture)
Subjects: Customer Related, Marketing / Sales