Just like 99 other bloggers, I recently submitted my chapter for the e-book The Age of Conversation, which Drew McLellan and Gavin Heaton initiated. Proceeds from sales of the book will benefit Variety, The Children's Charity, to honor the memory of Sandra J. Kerley, CK's mom.
Here's an excerpt from my chapter, which I've titled Conversation - The Ultimate Customer Service.
"The new marketing buzzword is "engagement," but it really stems from something that marketers had more than 50 years ago -- conversation, a real two-way dialogue. Knowing your customers - what they want, why they want it, when and how they want it. Knowing it because they've taken the time to tell you."
Are we, as marketers and business people, encouraging conversation with our customers? Are we using all the new technologies that can enable us to converse with customers around the corner and around the world? And most importantly 
-- are we willing and able to listen?
I can't wait to see what 99 smart marketers have to say on the subject. It's sure to be an interesting conversation.