ibminterconnect

i.e. Are there new ways of thinking or is everyone still figuring it out?

Customer Engagement isn't optional but it also can't be automated and will never scale without a strong employee advocacy program. Key is listening to the community and letting them know you as a brand care!

A6 All businesses need to incorporate mobile into their strategies. Customer service within apps = huge @IBMInterConnect

@iSocialFanz Great point Brian! Listening is so key.

Engagement must become part of a companys culture or irrelevancy will be. @IBMInterConnect

There are both new ways of thinking and still people trying to figure it out

It should be the true driving force for a modern company. Your customers have infinitely more ways to tell you what they want, and you need to be listening. If you are growing against public sentiment, you risk losing your customer base.

The bottom line: essentially...we’re all onscreen.

follow-up question: Why are so many companies still "doing social" wrong when it comes to collaboration, marketing, sales?

Modern analytics give your customers a voice that they might not be aware they are sharing! What they say, in combination with their observed behaviors and habits should allow you the opportunity to tailor custom experiences.

Any app that makes life easier for the end user is an opportunity. @IBMInterConnect

@MattRMorrison New ways of asking questions?

Without engagement, you’re simply talking at people. You might as well be a machine & that’s exactly how consumers will view you. @IBMInterConnect

Most of the brands still are illusioned by the adage "if it aint broken, dont fix it". The need is to do it while it aint broken, as you might not get your only chance again:)

Any company that is broadcasting and doesn’t interact on social is missing the point. @IBMInterConnect

@martinjonesaz And there's nothing more disingenuous that simply talking AT your customers!

You need to know when to do it and when not to and you'd better know exactly who I am and what I need if I've volunteered info already. I expect something in return for my data, and convenience is the least of it - personalization is key.

@iSocialFanz it all goes back to the desire for personalized service, we all want businesses to respond to our personal needs

If consumers in your niche aren't engaging with YOUR content - they're probably engaging with your competitor. Learn from them. @IBMInterConnect

Companies shouldn't "DO" social. They should "BE" social and engage with their customers

@BrittMichaelian It's a #brand #fail -- Broadcasting is not inspired.

In a successful engagement eveyone's opinion matters. We need to collaborate better, making use of #social power. Like #Crowdchat does

We seek engagement. We want that engagement to be personalized and tailored to us. I am glad to give you data about me as long as I know you will secure it and only use for my benefit.

Authenticity is a huge buzz word in social because relationships need to be genuine on social. @IBMInterConnect

so are the rules the same?

@BrittMichaelian I'm excited to finally meet you? :-)

#PredictiveAnalytics promise to unleash Amazon #drones bringing us what we want before we know we want it! #cx #custserv

Real-Time is important but listening so you know the Right Time is more important... often times the customer just wants to know you're listening.. so even if you don't have the answer letting them know you're working on it is a must!

The rules have changed and will continue to. Important to stay flexible.

@MeghanMBiro Not only new ways of asking questions, but new questions also...

Real time input is different from customer engagement. Must optimize the experience when it happens as it happens . @IBMInterConnect

Customers are more and more favoring Social engagement vs traditional phone/email.

@LindsaySkarda that was the title of the SocialPros podcast episode I was on this week... couldn't agree with ya more.. BE SOCIAL!

Unfortunately, many CMOs have been extended the responsibilities of being social advocates while many struggle to tune into the digital age

Customers are much easier to engage now that they're not so socially awkward.

, although "social" is more mainstream, many businesses are still trying to figure out how to work all the pieces to their advantage. There is an opportunity here

@RelusTech There's no faster way of becoming obsolete than making a product for which there's absolutely no market!

Social is more of an art than a science - It has to be natural not forced or contrived @IBMInterConnect

Customer engagement should be the driving force of business activities. None of our efforts matter if they are not what the customer wants.

#Tech is developing less formal venues. Like this one right now.

@iSocialFanz I learn the best social tips from you!

A6(follow-up) , Many companies don't know who to utilize their #social potential.

At scale, customer engagement can't be simply rote reactions based on rules. It needs to be nuanced based on predictive analytics and optimization with human judgement built in (rules) to drive the thresholds.

@RelusTech Agreed btw! Start listening and taking notes today.

@tweetPiyushY And many companies are just plain scared or lazy.

Customer engagement in a "social world must be must see the individual question as a community one

@GlenGilmore and this is tricky for many brands!

Everyone has a voice. Smart companies will listen, learn and engage.

, I think part of the issue is that many are interpreting the rules and the advantages of social activities differently, sometimes missing the opportunity to transform their business

@ReleaseTEAMLTD you know how to use it just right!

@ThomasDongIBM That's what we hope for - That's for sure.

@BrittMichaelian Agree! I drive by billboards and rarely have time to read what they say. Engagement is key

it is not just about talking "at" customers, but with them, engaging with them in an authentic way

First party data to drive personalization will help understand context to large scale conversations

Our expectations around personalization will only continue to grow. Predictive analytics can help shape more insightful interactions.

@furrier My brain hurts? :-)

. @IBMInterConnect conversations are content assets that create community and more conversation and build relationships

@marcushearne Companies need to move beyond simply understanding their customer's behaviour, to understanding their customer's intent.

.@IBMInterConnect we are looking toward social networks and community for customer engagement

Great tip!