Customer Engagement and Social Media

With the arrival of social media, the customer engagement model has transformed from customer interaction to customer involvement. Organizations need to shift their strategies to use social media and build lasting and effective relationships with customers by converting them to brand advocates. It has become necessary for the businesses to engage and partner with their customers to drive retention, acquisition and share of wallet.

a.      Where am I?

What makes social media powerful is consumers’ trust in “people like them”—their friends, family, and other online peers. Companies should tap into that trust through the power of earned media or by customer engagement. Your social media strategy should not be limited just to accelerate awareness of your products and services to your customers but also encompass other factors like customer engagement, customer retention, cross sell / up sell of your products and workforce effectiveness.

MindTree Social Media Framework will help you to determine your level and type of engagement with your customers and will guide you to establish a comprehensive social media strategy.

Please contact us for a demo of our assessment framework and how it can be applied to your organization.

a.      Where do I want to go? 

Companies must understand various stages of customer engagement in order to link it with business drivers. Most companies are presently at a stage where collaborative filtering or content creation takes the front seat. To utilize the potential of social media you must target a level of partnership that effectively engages with customers. MindTree Social Media model will facilitate you to reach a level of partnership and co-create with your customers.

Social media is not just limited to communities, user ratings, blogs, and recommendations. Companies must play in various arenas of social media for effective customer communication.

b.      How MindTree can help?

MindTree model helps determine the strategy from three perspectives.

• Engaging customers to participate in channels where they are spending their time, create trust, and open a dialog.
• Harnessing this flood of information and conversations with customers to directly drive sales, customer service, and deeper relationships.
• Analyze all that’s happening to reach the next level of sentiment analysis, social networks modeling, predictive analysis, etc

Our advanced analytics, predictive modeling, next generation user experience design and benefits focused approach will assist you in understanding your customers better and provide a platform for uniform and comprehensive customer engagement.

If you believe that you need a more robust method to directly link ROI to your initiatives, please contact us for a discussion on how a social media and customer engagement framework can be developed for your organization.