Studying the impact of innovation on business and society

Tag: engagement

Facebook Borrows Key Feature from Snapchat to Help Brands and Customers Connect

Facebook Borrows Key Feature from Snapchat to Help Brands and Customers Connect

Conversations about the eventual demise of Facebook are greatly exaggerated. Each week it seems, Facebook finds interesting ways to improve engagement on its platforms by either innovating, acquiring or borrowing new features. Did you know that 900 million people use Facebook Messenger every month? Beyond everyday conversation, Facebook sees a promising opportunity for businesses. In fact, over one billion messages are sent between people and businesses on Messenger each month. The team at Facebook aims to help businesses benefit from further promoting…

Do employees hold the keys to Customer Experience?

Do employees hold the keys to Customer Experience?

Guest post by Gib Bassett (@gibbassett), gib.bassett@oracle.com “Companies will invest in digital customer experiences to improve experiences for all customers and employees.” – Brian Solis I’m a huge proponent of the power of digital transformation to help brick and mortar retailers adapt to a world where Amazon dominates e-commerce and is beginning to make inroads into physical retail. The technologies of digital engagement and Big Data Analytics bring much needed parity to traditional retailers’ efforts to create and deliver a…

To Deliver a Great Customer Experience, Stop Focusing on the Customer You Think You Know

To Deliver a Great Customer Experience, Stop Focusing on the Customer You Think You Know

Guest post by Rajat Paharia (@rajatrocks), founder and chief products officer, Bunchball and author of Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification 2015 promises to be The Year of Customer Experience. Companies around the globe are resolving to become more customer-centric because, as Brian lays out quite eloquently in his book: “Now’s the time for an investment in something more than price, performance, or value. The future of business is about creating experience,…

Employees are as or More Important Than Customers: Why Ignoring Employee Engagement Hurts Business

Employees are as or More Important Than Customers: Why Ignoring Employee Engagement Hurts Business

In a late 2013 study, Gallup found that only 13% of workers actually feel engaged at their jobs.  What’s worse is that 63% of the workforce is not engaged at all. But wait, the news gets even more disheartening. An astounding 24%, one-quarter of the global workforce, is actively disengaged right now. Essentially we have a significant number of workers doing their best impression of corporate zombies who go through the everyday motions to collect a paycheck. So are employees…

The Top 25 Socially Engaged Companies on LinkedIn Invest in Employee and Customer Relationships

The Top 25 Socially Engaged Companies on LinkedIn Invest in Employee and Customer Relationships

LinkedIn and Altimeter Group published a joint report on the value of corporate social media and its role in customer and employee engagement. To do, we formed a baseline of companies that were actively engaged on a platform we could effectively study. After eight months of research, we assembled a list of the Top 25 Socially Engaged Companies based on how they use LinkedIn to engage employees and customers in the following areas: 1. Content marketing 2. Employee engagement 3….

How to Foster a Culture of Contribution: Communities Take Investment and Engagement, Not Just Content

How to Foster a Culture of Contribution: Communities Take Investment and Engagement, Not Just Content

Guest post by Greg Narain (@gregarious), co-founder of Chute, a social media platform that helps brands and publishers obtain rights to UGC content. Customer-contributed stories are not only powerful, they’re also influential and important. Yesterday, customers conveyed their stories through text and voice. Today, we’ve moved to visually rich tools like photos and videos. While compelling to look at at face value, there’s quite a bit more hidden within. Ever one of these stories affords us much more than just…

The Ultimate Moment of Truth and The Art of Digital Engagement

In 2012, Google along with Jim Lecinski published a fantastic book that explored how digital customers made decisions in what Google refers to as “The Zero Moment of Truth.” The ZMOT as it’s abbreviated, helps strategists discover relevant strategies and tactics on how to show up at the right place, at the right time and with the right content in a digital ecosystem. In a world where consumers “Google it” to begin their digital journey, ZMOT revealed that brands need…

Engagement ain’t nothing but a number – why 1% isn’t good enough

The headline calls attention to everything that’s wrong with how businesses measure engagement in social media today. Businesses that invest any level of marketing resources in networks such as Facebook, Twitter, Google+ and the like (get it?) are being groomed to focus on soft metrics instead of the relevant activity that signals the strength and worth of a community. By weighing conversations, interactions, and views, businesses are fed raw numbers that demonstrate KPIs but they do not offer the insights…

Social media is about social science not technology

Social media is about social science not technology

In 2007, I wrote an article entitled, “Social Media is About Sociology Not Technology.” It’s a statement that after five years (and counting), I thankfully continue to see shared every day on Twitter. As time passed and experience matured, I amended that statement to now read, “Social media is about social science not technology.” Why did I change such a powerful statement? I believe that it is not only stronger now, it is also truer. See, sociology is just one…

The Rules of Smarter Engagement

To celebrate the release of my new book, The End of Business as Usual, I recently hosted a discussion on behalf of Vocus on how businesses should rethink a marketing-driven social media approach by not just engaging, but activating a market-driven strategy defined by smarter, more meaningful engagement. More than 1,000 people attended the event and while I tried to answer every question, many were left unaddressed because of time constraints. This post tackles some of the recurring questions we…

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