Monday, 21 March 2011

An A to Z of eCRM - C

C is for Conversation

OK, I think we all get carried away with what this conversation is.

A large part of conversation in the real world is body language. In the digital world body language also plays a part in conversation. That body language is how we as consumers engage with an email...when, what and how often we we share its we browse the brand’s website after the click..what we like and follow

All of this forms part of the conversation. Conversations do not need to be a discussion in terms of a debate, but more of ‘an exchange of views on some topic’ where the exchange of views is demonstrated by a click or by browsing behaviour. At its basic level, this can form part of a conversation between a brand and the customer.

Conversation is important. But let’s not forget that at the end of the day C also stands for Conversion!

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