Engagement and Relevance.

Many organizations, governments and companies want to get on to Social Media because they want to hear good things about their companies and perhaps get business with the help of word of mouth. However, it is important to know that even when businesses are planning and building social media programs and campaigns to try to gather more support, no matter how enthusiastic they are to create the best campaign, customers will always engage on their own time.

People go on social media to feel connected with friends and family. However, they are not going to "connect" with a brand or a business. Companies must strive to a higher purpose to design sharable experiences that deliver tangible value in return for the customers' "time, attention, endorsement and data."

Even when a customer gives a negative feedback, the feedback can be used as a learning case so other customers may not get the same negative experience. It does take time and effort to give feedback, positive or negative. For some customers, the situation can actually be saved, and resolving it transparently can win positive sentiments as well.

Take in the good and the bad.

Stay Relevant.

-- Robin Low

Shift in Engagement.

Many businesses in Mexico are now shifting their engagement, from Brian Solis's blog, "Touch points open and close whether a customer stands on the stage of awareness, consideration, purchase, or post purchase. It is in those moments that engagement, regardless of source or shape, affects the next steps and impressions of customers."

With customers owning multiple screens, laptops, tablets, TV, smart phones, engaging customers in the journey of decision making process does help a lot as each stage has different needs.

The customer journey management (CJM) is now getting common, and Hotels, Restaurants, Art Galleries, Artists are now not only interested in the social side of engagement, many of them are also thinking of ways of making the decision making process of a product or service more hollistic.

You get to meet, socialize and know more about the businesses you visit, and they are also interested in going further to engage with you online, and sharing information across the different mediums and screens you use.

With such a competitive world, you have to get in the engagement or be obsolete!

-- Robin Low