May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
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March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Mar 5 Posted 2 years ago
Hi Ben! Interesting post. My question would be however, why would you limit "engagement" to likes, RTs, etc.? I would even pose another question around what are the goals that are trying to be achieved?
In the words of Jason Falls, engagment is not a goal, it is a result. Engagement is much, much more than likes or RTs, etc. Engagement by definition and according to merriam-webster is emotional involvement or commitment. Liking something or RTing something does not necessarily mean that someone is engaged. Instead they may like something once. It doesn't mean that they are committed to a brand eternally. The same goes for the other things considered engagement.
No, real engagement, the emotional involvement or comitment by a person to a brand ocurrs when you build a relationship. A relationship is about getting to know someone. Listening first and getting to know someone.
Social media is not traditional media where people working for brands push messages. Social media has lead to the democratization of people. Now the consumer holds far more significant power with the ability to respond and express his or her opinion in public.
I agree with the need for data! Absolutely! How do you incorporate the results from full social media engagement?
Feb 28 Posted 2 years ago
Very insightful post. Thank you for sharing!