Posts tagged as:

engagement

The Consumer Versus Brand Conflict In Social Media

by · September 22, 2011

Editor’s Note: This is a guest post from Simon Esler, Co-Founder & Managing Partner of ConvoNation.

As companies become increasingly pressured to move towards greater transparency, social media users are becoming more and more aware of how social networking environments are being utilized to either encourage their awareness of brands, products and services, or to gather information for target marketing. As someone who works in social media I am obviously also a committed user, and I have to say that these two parts of me have often felt both at odds and strangely ready to collaborate.

12 comments

It Takes Time to Grow a Social Media Garden

by · August 24, 2011

A well established notion about social media is that it takes time. No arguement there, but I think organizations misunderstand the type of time investment required to build tangible business value.

Many companies still view social media as a series of linear, tactical exercises. Step 1, get on Twitter. Step 2, tweet. Step 3, cash cheques. To use a gardening analogy, they plant a seed, wait and expect to bear the fruit.

16 comments

I Just Want The Widget I Ordered, Please

by · November 30, 2010

How would you handle this communication from a disgruntled customer?

(Note: for full effect, replace the world “widget” with your company’s product or service. And, of course, you work for Company X.)

Dear (Company X):

I just want the widget that I ordered, please. I want the exact widget that I ordered, by the date and time that you said it would be ready and for the quoted price. Really, that’s all I want.

9 comments

What Is Engagement And How Do We Measure It?

by · January 4, 2010

One of the most powerful business objectives social media can deliver is consumer engagement. At least that’s what all the social media advocates tell you, right. But what exactly is “engagement,” how do you measure it and why is it all of a sudden the holy grail of marketing?

Frankly, engagement is just a bullshit term made up to apply to making people do something in the online (or offline) space. Sixty years ago engaging a customer meant you said, “Hi. Wanna buy some stuff?” They said, “Sure, whatya got?” Then they bought something.

Successful engagement.

group hug
97 comments