Do your customers want to talk to you ?

“a recent essay in the Harvard Business Review by Matt Dixon and Lara Ponomareff point to research that suggests that maybe your customers really aren’t that interested in talking to you after all.”

This comes as no surprise to me, there are very few people who actually engage with brands unless those brands are really innovative and interesting. It does mean that getting web systems that service customer accounts in place is going to be key to retaining customers.