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Customer Engagement Posts

What Can Customer Engagement Buy You These Days?

Written by Joshua Paul | on March 9, 2012 at 1:25 PM | 4 minute read

Social engagement is sought-after currency for many brands, B2B companies, and nonprofit organizations. However, how to actually attain and maintain high levels of engagement with your customer ecosystem is less clear. Part of that has to do with a fuzzy understanding of the real business impact that engaged customers can deliver.

For many marketing and customer care executives, customer engagement is still a pie-in-the-sky concept with few metrics and no way to measure its impact. They know that it is important, but can't pinpoint just how engaging your customers can impact core business goals. We developed the following mnemonic device to remind companies and associations of the power that engaged customers or members can bring to an organization.

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Topics: Customer Engagement, Online Community

3 Must-Read Approaches to Online Community Engagement Metrics

Written by Joshua Paul | on March 2, 2012 at 2:31 PM | 2 minute read

"The price of light is less than the cost of darkness."
- Arthur C. Nielsen

This pioneer in the science of marketing research has it right. However, consistently executing on the proverb above is challenging for many organizations. Often times companies and associations put so much into designing their online customer or member communities to be valuable to their target audiences (which they should) that they have to scramble to define measures of success at the last minute or after the launch.

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Topics: Customer Engagement, Online Community

How to Improve Customer Marketing By Providing More Relevant Information

Written by Joshua Paul | on December 9, 2011 at 8:30 AM | 2 minute read

What can consumer-facing companies, like Google, Amazon, and Netflix, teach us about marketing to our existing customers? They have all figured out that providing highly relevant information to customers keeps them customers.

In the same way that these companies have proven that various degrees of personalized information and recommendations correlate to higher levels of customer stickiness, your organization can use this customer marketing approach to increase customer retention and additional sales opportunities.

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Topics: Marketing, Customer Engagement, Online Community

Customer Engagement: Are You 'Spamming' Your Customers?

Written by Joshua Paul | on June 30, 2011 at 8:30 AM | 3 minute read

Here is the #1 tip for keeping customers engaged: Stop talking about yourself! They are already your customers. They gave you their business. Now they want value, so stop 'spamming' them with marketing.

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Topics: Customer Engagement, Marketing Automation, Online Community

10 Practical Ways to Use a Mobile Conference App

Written by Joshua Paul | on February 15, 2011 at 7:47 AM | 1 minute read

Meeting and conference attendees increasingly demand ways to engage organizers, presenters, and each other from the time they register for months after the event. Conference management software often includes an online community platform to drive engagement prior to and following the conference.

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Topics: Customer Engagement, Online Community

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