customer engagement posts, articles, and infographics

Rewarding Mobile Device Customers Based on What They Actually Spend

May 17, 2012 by Andre Bourque
with 136 views

Photo credit: Lesley K, Flickr, Creative Commons

In Vancouver, BC, one little coffee shop in the Mount Pleasant neighborhood is enjoying a 10x increase in customer loyalty. And one little company is helping them achieve it. [read more]

What Billy Joel, C-Level Execs & Social Media Have In Common

April 3, 2012 by Steve Olenski
with 337 views

A recent study reveals the ever-growing importance and need for c-level suite folks to use social media as a means to engage its customers and prospects alike and to earn their trust in the process. [read more]

The Rules of Branding

September 14, 2011 by Dominique Ellis
with 727 views

Branding. It’s what smart businesses do when taking their marketing to the next level is the order of the day. But there’s more to branding than getting your message broadcasted the right way.It’s time for some class rules. [read more]

Social Media Strategy Follows the Golden Rule

August 17, 2011 by Teri Guill
with 1,985 views

The Golden Rule applies almost anywhere, from business relationships to blogging. In social media, following the Golden Rule means that you and your brand should model the behavior you want to see from your community, inside it and out. [read more]

As QSRs Embrace Wifi, Starbucks Kicks Computer Customers Out

August 12, 2011 by Jennifer Jones
with 791 views

For many many years, Starbucks founder Howard Schultz, famously said he wanted Starbucks to be that "third place between home and work -- an extension of people's front porch, or people's home office." [read more]

Do you know why your consumer transacts with you?

March 10, 2011 by Sundeep Kapur
with 1,106 views

As you prepare your campaigns and plan your communiques with your lists here is a quick recap of why people transact – (it could be why they read what you send, why they bank with you, why they make a purchase).Broadly speaking people interact or purchase or transact because –1. They need what you are offering,2. They find that you offer... [read more]

Social Networks: Touchpoints for Customer Acquisition and Retention

April 5, 2010 by Brian Solis
with 862 views

Touchpoints serve as the point of contact between a buyer and a seller. As the race to socialize commerce escalates, these touchpoints represent the nodes that define the human network, connecting people across the social Web and uniting them around common interests, themes, and movements. While the technology to connect buyers... [read more]

Engaging comments: Where is the beef?

February 3, 2010 by Urs E Gattiker
with 1,151 views

Commenting on other blogs has been, and continues to be an integral part of blogging. However, the challenge is to get blog comments that add depth and insight to the original post. Better engagement is also fostered if the blogger manages to provide thoughtful replies to commentators. That's all great in theory, but how to... [read more]

Jive, Portland, and RetroChic

January 31, 2010 by Paul Greenberg
with 670 views

Every now and then I start thinking about things that may not fall within the formal purview of Social CRM or enterprise software. But what makes Social CRM such an interesting field is the width and breadth of scope that those of us involved in it get to exercise. Because there is so much social psychology and cultural attributes that... [read more]

Is Collaborating, Listening, or Engaging Always a Good Thing?

January 29, 2010 by Jacob Morgan
with 904 views

Before reading on ask yourself this questions, is collaborating, engaging, or listening always a good thing? Collaboration can take many forms either within a company or between a company and it's customers and prospects. However, as Morten Hansen says in his book Collaboration, there is no point in collaborating just for... [read more]

Social Media - Learning Why Your Customers Buy

January 21, 2010 by PilarGuerra
with 759 views

Customers buy because of their perceived need. Most of the time, their perceived need is actually a want. Many companies fail to recognize this difference and therefore make costly mistakes by developing products and or services that don't catch on. There are several factors that determine why customers buy a product or service from... [read more]

7 Tips for Writing Engaging Content

January 6, 2010 by Jordan Julien
with 2,344 views

No one wants to have a blog that makes people uneasy about visiting & reading content. Over the past month, I conducted a survey across Canada/ US & reviewed several dozen blogs to find collective 'pet-peeves'. Here are 7 things to avoid: Note: There are other content suggestions & UX suggestions I have when it comes to... [read more]

Five examples of innovation with Twitter

January 2, 2010 by Neville Hobson
with 4,908 views

Credible case studies or examples of how people in organizations successfully use social communication channels like Twitter to connect and engage with customers are gold dust to anyone looking to make a case in their own organization. We know how Dell can make money out of Twitter — $6.5 million so far, they say. It's a... [read more]

Effective Customer Engagement in a Social World - A New Mandate

December 3, 2009 by Don Bulmer
with 541 views

This is the seventh in a series of posts that Vanessa DiMauro and I have recently published highlighting the more significant findings and excerpts from a forthcoming report based on the The New Symbiosis of Professional Networks study that we conducted as part of our fellowship with The Society for New Communications... [read more]

Why Social Media Purists Won't Last

November 23, 2009 by Jason Falls
with 1,188 views

I've always considered myself a bit of a purist when it comes to social media. I believe strongly that it's more important to engage in conversations and build relationships with people, both as an individual and as a company or brand, than it is to come at them selling product. If you build relationships, the products will sell. Sure,... [read more]

Your Blog Isn't Special And You Have No Followers

November 18, 2009 by Maggie Fox
with 721 views

There is a quaint notion surrounding social media that ‘everyone is special and every voice matters'. This viewpoint is a powerful one: that every voice has an equal footing and every one deserves an equal audience. Every blog post, every tweet, every Scribd and Digg and Delicious item on the net needs a watch. ... [read more]

Creating Memorable Brand Experiences using the Social Web

September 16, 2009 by Michael Brito
with 484 views

The branding guys up on the 6th floor may not agree with me but sometimes it's the little things you do that can drive influence and delight your customers. It's these little things that don't necessarily require a branded microsite overloaded with marketing messages or a cool piece of rich media. Sometimes it's as little as... [read more]

Negative Experiences are Driving New Customer Engagement Models

July 4, 2009 by Jacob Morgan
with 330 views

I'm going to make a bold statement which is in essence in the title of this post, if it weren't for negative experiences and feedback then new customer engagement models would NOT exist (or perhaps would take MUCH longer to adopt). So what does this mean? It means that the organizations that you see joining the social media... [read more]

Are we in control of our own decisions?

May 19, 2009 by Matt Rhodes
with 576 views

Image by nickwheeleroz via Flickr We posted last week about how customers sometimes do not know what they want. About how they cannot always articulate what they think, or how they are not always aware of what the opportunities and options might be. There is a third reason why it can be difficult to work with customers on co-creation -... [read more]

Blogger Outreach - it's not Your Program, it's their Content

May 12, 2009 by Valeria Maltoni
with 503 views

A couple of weeks ago we discussed when it was a good idea to include bloggers in your media outreach. I'm using this conversation to also share some important information about the way marketers still relate to customers. Still too many continue to think in terms of impressions for their program. It's not, not even a little. And... [read more]