Dan Greenfield puts me in good company in his Customer Satisfaction and Social Media: Towards an Industry Standard post. I'm right up there with Satisfaction's Pete Fasano, Mediavorous' Brad Berens, Forrester's Charlene Li, J.D. Power and Associates, University of Michigan's Professor Claes Fornell, the American Customer Service Association, Service and Support Professionals' John Ragsdale , Lithium, ... The list is quite extensive.
The topic is engagement, what it is and how it's measured.
First, my thanks to Dan for the reference. We talked all too briefly on the phone and I don't think I was very helpful.
Still, Engagement is an interesting topic to me, especially how it is misused and misunderstood in the current web measurement world. You can read more of my thoughts on the subject in Attention, Engagement and Trust: The Internet Trinity and Websites
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