Every marketer from Boston to Bejing seems to be focused on something called the “customer journey.” A Google search on this two-word phrase returns over 627,000 results. It’s one of those “Eureka!” moments – organizations realize buyers start researching a firm’s products and services long before they reach the point of purchase.
It’s that #CMAD time of year again: Hooray for community managers! Let’s celebrate those digital leaders for their tireless, selfless, thoughtful work which creates, sustains and expands online communities around the world.
A case study in how CBS and the Under Cover Boss TV show have chosen to ignore even their loyal viewers online. Here's why brands should never fall to “ignoring their audience and community” as a strategy for success.
In the beginning, the Internet was populated by an infinite number of ad hoc communities. Over the past decade, these safe and private communities have been consumed and subsumed by Facebook, Google, Twitter, Reddit, and others. In 2015, there will be a return from renting a little piece of a very large development to buying one’s very own retreat for him or herself and a number of close friends.
Consumers aren't a "KPI": they're people. They have value to brands and they hold the keys to the social media kingdom, not the other way around. Today, marketers play a vital role in how brand content is viewed digitally. But content is only one piece of the sales funnel; there's also direct engagement and community which builds loyalty.
Being on Facebook originally was fun – reconnecting with friends I hadn’t seen in years, staying in better touch with family out of state and even getting to give an apology to someone that was about 10 years overdue. There were no ads and no games – you could say Facebook life was much simpler. Fast forward to now. Everytime I log on, I’m shown more ads that I ever remember seeing.
In the “collaborative economy,” questions and answers are currency. For an interactive question and answer platform -- where you can ask the community for suggestions on anything from the best Christmas gift for your sister’s boyfriend to the best slow jams to listen to while in bed -- the site GirlsAskGuys.com shows promise.
Long before social media networks emerged, companies had already realized the value and benefits of creating communities around their products and brands. And why not? When treated properly, these communities generate goodwill to the company’s customers and prospects.