Our Favorite Reads of the Week: Digital, New Rules, Art, & No Regrets Customer Engagement

Too much content, too little time? No worries, I’ve gathered some of the latest and greatest resources from industry top performers. This week, it’s all about customer engagement and we’ve found some gems from McKinsey Quarterly, IBM, Marketo, and more.

IBM Report: C-Suite Establishing More Direct Customer Engagement

Good read, great graphic, and video. CXOs have plenty of tasks on their plate and they are still rushing to pile on more. Namely in directly engaging with customers to influence the company business plan. In fact, more than half of today’s CEOs cite customers as having the most importance in business strategy development.

“If you’re a C-Suite executive, it may be time to join in on those key customer interactions and consider shaving time and resources off other organizational investments not involving customers.”

The Pitfalls of Customer Engagement in a Digital World 

Great use cases on Twitter and Facebook to show why digital can’t replace real-world interaction and vice versa.

“You’ve heard the critique that digital cannot completely replace face to face human engagement, well here are two examples that back it up….”

The New Rules of Customer Engagement

There is no formula for how many touch points is right, so stop counting!

“Goodbye, customer touch-points. Hello, ongoing, meaningful contact that actually drives revenue. Here’s what you need to know to be more engaging right now.”

The Art of Social Sharing: 5 Social Campaign Ideas to Get Your Audience Engaged

A Ralph Waldo Emerson quote + customer engagement advice? Always a win.

“As Ralph Waldo Emerson put it “our best thoughts come from others”. An excellent way to get your audience engaged, is to provide them with a reason to share your message on their social networks.”

Five ‘no regrets’ moves for superior customer engagement

McKinsey & Company dive into 5 strategies to get your company on the right track before you develop your full set of processes manage customer engagement across the whole organization.

“The biggest [significant organizational challenge] is that all of us have become marketers: the critical moments of interaction, or touch points, between companies and customers are increasingly spread across different parts of the organization, so customer engagement is now everyone’s responsibility.”

Christopher Wofford is Digital Media Producer and host of WebSeries at eCornell.
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