Online customer engagement is
a new trend.
Corporate website, discussion forums or blogs, for example, are spaces where people
can communicate and socialize in ways that cannot be replicated by any offline
Engage Your Employees First
Great brands such as Southwest Airlines,
Apple and IBM have achieved their success in part by focusing on
employees first, and customers second. They put great effort into building
employee engagement. They empower their
to be proactive and solution oriented.
When employees are engaged they tend to also
and they do what all people do: they actively tell other people about what
they are interested in. Engaged employees become brand advocates and reach
out to and build engaged customers, and they are using social media tools to
do this in ever increasing numbers. And customers are listening...
With the ubiquity of social media an
organization's brand is being affected and influenced more than ever by what
customers are saying about the brand. (not what the brand is saying about
itself) And those customers are increasingly saying it using social media.
Customers of all types (B2B and B2C) trust individual recommendations up to
5 times more than that which comes from the brand itself.
In other words, people trust other people, not
brands. Employees are a natural and more easily trusted bridge between your
company and your customers. Who knows more about your brand than the people
who work for it?
Innompics vs. Olympics
Innompic Games from
Olypmic Games is engagement of spectators in various creativity and fun
spectators can both learn the art of
the art of innovation, showcase their talents and win special prizes...
If you ignore your customers, they will very quickly ignore you, and
If you focus more attention towards post-acquisition customer
engagement, you will enjoy cumulative benefits:
customer retention, the customer base, revenue and cash flow will keep
increasing, while the pressure off acquisition as the sole driver of
growth will be taken off...