engagement posts, articles, and infographics

Do Organizations Need a Chief Collaboration Officer?

February 11, 2012 by Jacob Morgan
with 80 views

More organizations are starting to deploy new collaborative tools and strategies as a core part of their business evolution to connect and engage employees. It’s becoming increasingly difficult (especially at large companies) to oversee these initiatives as typically there isn’t a role devoted to collaboration. Usually... [read more]

More Social Customer Engagement Models That Don't Suck

February 4, 2012 by Adam Metz
with 346 views

Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 2: The “How” and “Where” of Engagement and the Four Social Customer Scenarios. Adam introduces two more... [read more]

Engagement Means Action – Reaching Your Customer, Audience or Critic

January 10, 2012 by Jennifer Roberts
with 57 views

Photo via Flickr, Creative Commons

There’s quite a bit of discussion about engagement. How should it be defined? Is the definition derived purely from a company’s perspective? Others may define it simply as a consumer clicking ‘like’ or sharing a link. Some thought-leaders think the term has been bandied around so much, it needs to be retired. We (CI) view... [read more]

'Stop Looking At My Bottom' Say Innocent Smoothies Bottles!

January 9, 2012 by Andy Hanselman
with 204 views

Here’s a great example of engaging with your customers from Innocent Smoothies! They’ve launched an online competition for customers to come up a phrase or comment to go on the bottom of their bottles! I’ve raved about these guys before as they are undoubtedly a ‘Remarkable’ 3D business - As well as producing quality... [read more]

'Customer Delight' and a Remarkable Interview with Santa’s Elves

December 25, 2011 by Andy Hanselman
with 52 views

You may remember last year that we got an exclusive interview with Santa Claus when he explained his approach to creating Customer Delight (Watch it here if you missed it!). Well, this year, we’ve managed to have a word with some of his team! Does he ‘practise what he preaches?’ Is he a good role model? How does he measure up against the... [read more]

The Consistency of Inconsistency in Customer Service

August 7, 2011 by Barry Dalton
with 128 views

Image source: Author's blog

A thought occurred to me as I was doing some research today. Why is it so hard to do something consistently over a long period of time? Then I had a second thought. Hey, I have a blog. I'll throw this chum out to all of you and see who bites.So, the first question came from research I was doing on Trip Advisor... [read more]

Using Social Media Engagement to Build a True Tribe of Followers

July 26, 2011 by Garrett Moon
with 89 views

Photo: mukund76/Flickr (Creative Commons)

All over, you hear the social media chatter about engagement. It isn’t about the number of followers you have anymore, it is about the number of engagements you have every day, week, or month. Engagement is an easy word to throw out there. It sounds great, but what is it really? Real engagement draws a crowd and builds a tribe. Is... [read more]

Online Peer Influence and its Effect on Engagement

June 7, 2011 by Eileen Brown
with 551 views

Photo: rovingI/Flickr (Creative Commons)

Marketers try to work out how social interaction and its effect on uses and consumers behavior and spend lots of time trying to thrash through their social analytics and metrics to try to find the cause of this behavior. [read more]

Social Media Rules of Engagement & $10,000 a Tweet?

December 6, 2010 by Peter Auditore
with 1,005 views

When Ashton Kutcher started Katalyst Media he essentially eliminated the need for Madison Avenue media and advertizing agencies by leveraging his brand and becoming his own media company mostly through Twitter. Now celebrities are being paid big bucks for tweets that promote a product or service, although I don’t know who some of these... [read more]

Where are my customers, partners and influencers?

August 4, 2010 by Maria Ogneva
with 766 views

Many companies by now recognize the importance of getting involved in social media. However, quite a few folks have no idea where to start. To that end, a question that I get very frequently is "Where?": Where should I create a presence? Where should I engage? Where should I be listening for customer feedback? Should I blog, tweet, engage in discussion forums, or all of the above? Should I be guest blogging? If so, where? I know I need to connect with influencers, but where do you find them? Watch our weekly tips video to help you figure out where to listen, engage and analyze. [read more]

Without Strategy Your Social CRM Efforts Will Fail

June 16, 2010 by Maria Ogneva
with 626 views

I read the following blogpost on CustomerThink earlier this week, and it made me think about the importance of strategy. In his article, Lior Arussy says: "At the core of social CRM success must be not the tools but the organizational readiness to act. Both through executives' readiness to listen and commitment to act combined with... [read more]

Embrace New Media Engagement Opportunities

April 7, 2010 by Michael Pascucci
with 234 views

In the current state of the economy, it is no longer about simply reaching out to your audience and hoping that they purchase your product — keeping your fingers crossed that they will become a “fan” of you. It is now about creating, building and extending relationships with your audience. Whether they are direct... [read more]