How online rituals can shape customer engagement

It’s 4.30pm on a Monday in late September.

Two friends share a table and piece of cake in a Bloomsbury coffee shop. They have reached the dark valley of afternoon exhaustion.

An attentive bystander observes an obscure behaviour: in the company of a person whose company they seem to cherish very much, both of them stare at their phones, placed on the table in front of them, continuously refreshing a variety of apps in shared silence.

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