How Customer Engagement will determine winning brands in Social Era
In recent months, a lot has been written about how Social Media channels are different from âtraditionalâ media channels like Print, Radio, TV and about the importance of Social Media in marketing.
I think the biggest argument in favor of Social Media is that it provides great tools for âengagingâ the customer. Unlike traditional media channels where the information flow is one way, one to many â where consumer or target audience group is âpassiveâ, Social media communication is not only two-way, one-to-one, but consumer is active participant and âownsâ the conversation.
Moreover, conversations over Social Media channels are public â visible to all. And customers and potential customers are discussing about products and brands on Social Media channels whether the marketer is participating in the discussion or not.This is why it is utmost important for marketer to have a Social CRM strategy and invest in Social Media tools for effectively engaging customers and prospects. Gone are the days of one way âpassiveâ advertising, thanks to Social Media…
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