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IMC- Consumer engagement
Curated by Finn Mclaren
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Rescooped by Finn Mclaren from ConsumerEngagement!

Why Customer Engagement is Important in Today’s World? - YNG Media

Why Customer Engagement is Important in Today’s World? - YNG Media | IMC-finn |

Via Keane Orchard, Alina Oleinik, Daniel Armstrong
Finn Mclaren's insight:

72% marketers all over the world consider effective customer engagement as the top most priority for the success of the business organisation. I believe this is because of the business world today and globalisation means if a customer is dissatisfied with a product or service it is very simple for the to just simply change brands. At the end of the day customer engagement is not all about just managing brand reputation but at the same time it is also capable of creating a meaningful and long term relationship with the customers as keeping a loyal customer will be more profitable than always trying to attract new customers.

Savanna Steele's comment, August 22, 2013 5:51 PM
In this article it states that not only should the companies be focusing on brand reputation but creating long term relationships-loyality. They referred to using social media via Facebook, LinkedIn and Tweeter as avenues to interact with their consumers, however focusing on customer satisfaction so that the comments received are positive, however you will always get someone with a negative comment. Although customer satisfaction is important I believe that you will never be able to please everyone, therefore I see social media as a good way for customers to express there concerns as they can be directly answered and resolved with responses where as if they were just unhappy customers they are more likely to spread negative word of mouth.
TSZ HA FUNG's comment, August 22, 2013 8:54 PM
Technologies provide convenience channel to consumer, consumer can easily search information online and they love to do it, company use social network like Facebook, Twitter to obtain and exchange information, company communication with consumer and provide information via Facebook page or website. Consumer be more power of controlling but also increase the trust because they process information by they own and it is more creditable.
Rachel Chen's curator insight, October 2, 2014 11:22 PM

Consumer engagement is such a vital tool in creating a successful marketing strategy, especially in the day and age of the Internet. Social media can be a double edged sword when it comes to bad feedback also being easily communicated and promoted to other consumers. Customer engagement is not all about just managing brand reputation but at the same time it is also capable of creating a meaningful and long term relationship with the customers.

Rescooped by Finn Mclaren from Integrated Marketing Communications | IMC!

Making Your Customers Happy Through Social Media - Forbes

Making Your Customers Happy Through Social Media - Forbes | IMC-finn |
Making Your Customers Happy Through Social Media
Today, social listening and analysis tools can help organizations identify an escalating issue.

Finn Mclaren's insight:

The current rapid growth in social media is allowing customers to find out about a service or product in real time and giving them the ability to contribute the opinion. This can be both a positive and a negative depending on how it is managed. The real time aspect is the key difference that social media brings to the table as well as the incredibly reduced costs, this can be useful in collecting data in respect to customer satisfaction

Sam Russell's comment, March 21, 2013 9:43 AM
Social media is an ever expanding medium for marketing/marketers, however it poses oppourtunities both good and bad. The interactiveness is definitely a positive, for example on facebook, with the click of a few buttons you can follow your favourite brands - keep up to date with what they are doing or the plans for the future and it makes people feel part of the brand!! Also they have the ability to post about something and make information known in just a matter of seconds. I remember when nike came out with an illegal golf club a few years ago and had to do a stock recollection, it took them a whole week to make an advertisement on the issue whereas today they would probably use social media and make the issue known instantly!! However social media can be negative for a business/brand in that a customer can make their bad expernience been seen by thousands of people. In particular jet star has recieved a lot of harsh criticism through facebook in recent times. Not to many years ago it would take some effort to make a complaint public by going to a tv show such as fair go, whereas today it can be done through a personal computer!!
Rohan Berry's comment, March 21, 2013 6:27 PM
I agree Finn. The 'rapid' growth in social media is allowing consumers the convenience to share their opinions and experiences faster than ever before. With a few clicks, consumers can now share how good or bad their experience was with a certain product as well as suggest any changes they think would be a good idea for that product. The process of doing so has trimmed down so much from such a lengthy process of writing letters and waiting for replies to just getting on your computer at home and doing it within a matter of seconds.
Tau Mafi's comment, March 21, 2013 8:34 PM
This make sense that most consumers nowadays prefer the use of social media as part of their everyday life, as this a way of communicating to customers faster through social media it can help marketers easily identifies consumers wants and needs for improvements in regards to a company's product and or services. I also agree with the fact that in this article it states that it is the best way to attract consumers psychological behaviors of making them happy is through social media. In terms of mass media traditional media changes today into how consumers apply media into their life they preferably use the best faster way to receive information as most consumers love to control of the information they receive and how they should receive them. Consumers today considered social media as part of their everyday life therefore marketers should developed a better way to keep consumers happy in more faster but safer consumer engagement environment.