RICHMOND, Va., Sept. 2, 2011—Given the technological evolution of social media, discussions about customer engagement are ubiquitous. From retail to travel to banking and industries in between, companies understand the need to engage customers in a positive manner.
Even the best companies fall short of customers’ expectations. Dissatisfied customers are unhappy, even angry with a company, but they are engaged nonetheless. And a study by Harris Interactive revealed that 82 percent of consumers have stopped doing....