In today’s hyper-connected world, it’s easier than ever for consumers to voice their experiences with a brand. Whether good or bad, your customers can reach into their pockets and connect to your brand with a few taps of a smart phone. Participating in social customer care is no longer an option for brands – it’s a requirement.
Tracking social media can be, well, tricky. There are a lot of layers to it. Engagement and reach metrics give you a sense for how well you’re resonating with your community, but tying that to the KPIs that matter to your company through analytics can feel like a hurdle.
At any moment, thousands of social media and community managers are working diligently to make sure their company’s social media efforts are valuable for both their brands and their customers. There are usually some golden nuggets of advice that come out of that hands-on experience.
This week I attended the Social Engagement Summit in Atlanta. The InsightPool team assembled a first-class line-up of speakers and attendees. The presentations were inspiring and sparked good conversation among the attendees during the breaks. However, the best part of the event for me was witnessing the conversation shift happening in social right now. (more…)