I’ve said before that engagement is hugely important in social media listening because of how it is such a good measure to discovering what content is generating the most word of mouth for your brand, how it changes the landscape of your key influencers, and how it reveals something new about what your customers care [...]
When a crisis occurs, or when users are all suffering with a problem, they go online. They need to find out if other people have the same problem, how to fix it, and what caused the problem to begin with. This third point, what caused the problem, helps people to understand: What the issue [...]
If you meet a stranger at a coffee shop and buy him a drink, you’ve performed a memorable action. But if the person is a close friend of yours, a free coffee won’t have the same effect, you’re going to have to help your friend move.
What I’m talking about is the shift in the relationship [...]
