Comments on: Closing the Engagement Gap and Customer Experience

By: Social Business, the Golden Rule, and Open Empathy Organization « Skilful Minds

Wed, 20 May 2009 15:14:12 +0000

[...] gardening on a rotating basis. Social media strategists aim to not only listen to customers, but engage them and act on what is learned. In addition, social media strategists contend that such efforts at [...]

By: Social Media, Word of Mouth, and the Cynefin Framework « Skilful Minds

Social Media, Word of Mouth, and the Cynefin Framework « Skilful Minds — Mon, 20 Apr 2009 16:08:59 +0000

[...] Speaking the language of customer-centricity is not good enough. Companies must talk-the talk and walk-the-walk for brand strategy. Brand strategies are most effective when based in the design and delivery of business services themselves. Listening to the conversations people engage online about a topic (such as your brand), and eliciting the participation of those people in the development and refinement of products and services, are two key parts of an experience design strategy. Even though you may think this is a “Duh!” insight, consider recent findings on the engagement gap. [...]

By: Brand Experiences are for Employees and Customers « Skilful Minds

Brand Experiences are for Employees and Customers « Skilful Minds — Mon, 06 Apr 2009 15:49:28 +0000

[...] The underlying theme is that brands are not simply about the way customers view products and services. The way employees engage customers in the design, development, and delivery of those products and services is also crucial to brands. However, exhorting employees to live the brand and talk customer-centricity is a prescription for failure when isolated from transformational changes to a company’s engagement with customers. [...]

By: Brand Dialogue Strategy in Social Media « Skilful Minds

Brand Dialogue Strategy in Social Media « Skilful Minds — Mon, 16 Feb 2009 22:52:03 +0000

[...] noted in our discussion of the engagement gap: listening strategies alone, though useful in understanding the interaction of an [...]

By: Online Brand Conversations and the Engagement Gap « Skilful Minds

Online Brand Conversations and the Engagement Gap « Skilful Minds — Wed, 28 Jan 2009 23:20:20 +0000

[...] report from the Chief Marketing Officer Council provides an interesting set of insights into the engagement gap. The engagement gap refers to the difference between the influence of the Internet in consumer [...]

By: Deep Metaphor: Exploring the Say-Mean Gap in Design Research « Skilful Minds

Mon, 01 Dec 2008 18:02:38 +0000

[...] recent posts I discussed different gaps, from the community gap in particular to the encompassing engagement gap. Each of those discussions attempted to size up a disparity between the attention currently given [...]

By: Stop with the Rollin’, Rollin’, Rollin’: Customers aren’t Targets for Social Media « Skilful Minds

Wed, 01 Oct 2008 15:25:09 +0000

[...] smarter than many social media analysts think, especially the social media optimizer crowd. The engagement gap is not a marketing problem so much as it is an experience design challenge. Haven gets it right [...]

By: E-Learning 2.0 and Employee Access to Social Network Sites « Skilful Minds

E-Learning 2.0 and Employee Access to Social Network Sites « Skilful Minds — Sat, 27 Sep 2008 15:11:44 +0000

[...] computing into the Enterprise raises issues of risk management, whether it involves e-Learning 2.0, Community 2.0, Marketing 2.0, or any other X2.0 phenomena. Moreover, the risks perceived probably differ [...]

By: links for 2008-08-30 | emergencemarketing.com

links for 2008-08-30 | emergencemarketing.com — Sat, 30 Aug 2008 09:00:37 +0000

[...] Closing the Engagement Gap and Customer Experience « Skilful Minds [...]

By: Reach Machines » How Engagement Should Be Measured

Reach Machines » How Engagement Should Be Measured — Fri, 29 Aug 2008 22:25:03 +0000

[...] Closing the Engagement Gap and Customer Experience [...]