Many famous quotes about the art of conversation focus on the response versus the initiation. This shouldn’t come as a surprise. To have a conversation is to exchange ideas between two parties. It requires give and take. Simply bombarding another person with the information you want to share is something quite different. This may seem obvious when it comes to personal relationships, but has been more difficult to replicate into the relationships companies have with their customers.
This difficulty is troubling. Loyal customers are key to a company’s success. This has always been the case but is more important now than ever. Welcome to the age of Amazon! Digital disruption has changed the game for all industries. Consumers can now gather information and make decisions and purchases quicker and easier than ever before and with little to no assistance from the companies they select to do business with.
