In the 1959 Twilight Zone episode, “Where is Everybody?” a man finds himself alone in an empty town that shows signs of very recent inhabitation, yet nobody is present. Diners and stores are all empty, and he is left completely bewildered. This scene bears an eerie resemblance to many online shopping experiences. Clearly someone went through the trouble of creating an online marketplace, but more often than not, nobody is there to greet you, guide you, or answer any questions.
At Moxie, we’ve always known that digital engagement is a core aspect of online customer loyalty and advocacy, but we recognize that there is a huge opportunity to extend engagement beyond the service and support scenarios and provide it throughout the entire customer journey.
According to Gartner , “no rallying principle in the enterprise matters more than the creation of superior customer engagement. IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects.”
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