Chapter 8 Customer Insight, Dialogue, and Social Media

It’s a rare person who wants to hear what he doesn’t want to hear.

—Dick Cavett

So far we have been talking about interaction and dialogue as if the only thing of importance to a marketer is the dialogue that can take place between an enterprise and a customer. ...

Get Managing Customer Experience and Relationships, 3rd Edition now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.