How Customer Engagement Will Determine Winning Brands in the Social Era

Updated: April 06, 2010

Level of customer engagement will determine mind-share and market-share for a brand. Those marketers who effectively engage their customers and prospects will emerge as winners and those who are not good in customer engagement will lose market share. If any one wants proof of importance of Social Media engagement to performance, here it is!

Engagementdb has published a study that shows strong evidence that Social Media Engagement correlates to Financial Performance (see report on The world's most valuable brands. Who's most engaged?)

According to this study ""Engagement via social media IS important — and we CAN quantify it. There is statistically significant correlation between social media engagement and the two most meaningful financial performance metrics - revenue and profit". This study further states that:

  • It pays to engage meaningfully in social media. Emphasize quality, not just quantity.
  • Engagement is more than just setting up a blog or Facebook profile and letting viewers post comments, it's keeping your content fresh and replying to comments; it's building your friends network and updating your profile status.
  • To scale engagement, make social media part of everyone's job. You must do something, else risk falling far behind other brands, not only in your industry, but across your customers' general online experience.
  • Engagement can't be skin-deep, nor is it a campaign that can be turned on and off. True engagement means full engagement in the channels where you choose to invest.
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