Pair interaction, for example, conversation, is not a sequence of stimulus and response but a simultaneous co-creation, “both parties are processing an ongoing stream of stimuli and responding while the stimulation is still occurring.”
–Psychologist Susan Vaughan
in Two is the magic number:
a new science of creativity.
Joshua Wolf Shenk
Short, to the point and dead on! I love it. In business and customer service especially the art of conversation and relationship building can make or break chances for success. As this piece (http://www.upyourservice.com/learning-library/customer-service-contact/make-it-person-to-person) suggests, face-to-face contact can improve customer experience and build loyalty.