Sunday, 27 May 2012

Customer engagement myths

While I don't think many in HE really 'get' social media yet - it's still just another way to push stuff out rather than engage - this short article has a few challenges that made me think about why we should be engaging via these newer channels.

The Harvard Business Review's three myths:

  • Myth #1: Most consumers want to have relationships with your brand. 
  • Myth #2: Interactions build relationships. 
  • Myth #3: The more interaction the better.

Three Myths about What Customers Want - article by Karen Freeman, Patrick Spenner and Anna Bird for the Harvard Business Review

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