Devoted to customer service and the principles of exceptional customer services

After many months of being in a comfort zone as far as blog readings go, I'm really starting to venture out into the blogosphere and "meet" other people.  I tend to stay within the same circles and I've been feeling a bit of social butterfly fever coming on.  Must be the spring air or something. 

As I said in an earlier post, I finally buckled in for the Twitter ride - which I've come to realize can be really distracting if you don't have any restraint.  However, I'm glad that I've become more active with Twitter because otherwise I would have never come across Jeremiah Owyang's blog.  Jeremiah is a Sr. Analyst at Forrester Research by day and a "Web Strategist" by night.  Sounds like a super hero, huh?
Well, recently Forrester Research hosted a conference titled "Understanding Your Customers Through Engagement".  Engagement...Hmmm...Now that's a concept.  It makes me wonder at what point in time we lost that engagement. 

Yes, technology has made it that much easier to interact with customers and find out what they're talking about.  I think it's good to learn all the different tools that are available to engage with customers.  However, it's not enough to just know about and understand all these platforms of communication.  You have to use them as well!  If bloggers are talking about your company, are you taking part of the conversation and leaving comments?  Are you allowing customers to see that you like to have fun too?  Do you let them know that you prefer Grey Goose over beer?

Now I know what to order for the CEO of Zappos if I ever have drinks with him ;)