Engage: Create True Dialogue with, and Between, Your Customers

Engage: Create True Dialogue with, and Between, Your Customers

 

In this week’s reading Kerpen states, “To be engaged means to be genuinely interested in what your customers have to say.” Companies and organizations that differentiate themselves from others are those that use social media to meaningfully engage their customers. They encourage dialogue between the company and consumer, as well as dialogue between consumers. The effectively gain customers attention, create a response and develop conversations. 

 

Please find an organization or company that either succeeded or failed at using social media to help them engage with their customers. Please provide detailed insight as to how your chosen example:

• Made a meaningful long lasting connection with consumers to create a sense of trust and loyalty? 
• Were there any missteps made?
• How did this either bolster or damage the companies reputation?
• What changes would you have made, if any?
• Why should they make efforts to use social media to engage with consumers?

This may include businesses, government organizations and nonprofit groups.