It's funny to see someone rushing to the defense of the idea of customer engagement, as if it really needs additional promotion or protection. I mean, we only h

It's funny to see someone rushing to the defense of the idea of customer engagement, as if it really needs additional promotion or protection. I mean, we only hear about how much companies need to be creating deep emotional connections with their customers and making sweet, sweet love to them 24/7. As a customer, I want great service too. As a business owner, I understand that their are economics behind delivering such service, especially when customers also want low prices. There has to be a balance, and avoiding unnecessary interaction (or engagement) is an absolute key to providing better service overall.