customer-centricity Archives - Page 3 of 6

If you don’t have the channels to allow people to connect with you, they will not communicate.

If you don’t look at what people are doing online, listen to what they say, talk to them and touch them, you will not be able to read their digital footprints, smell the digital signals they send out and ultimately go beyond simple social media connections to build valuable relationships and communities.

In social media marketing you need to have an integrated marketing approach, using all your channels and social media ‘voices’ and of course you also need to listen.

Besides those omni-channel, multi-channel or cross-channel marketing ‘voices’ and ‘ears’ you need stories.

As you know, earlier this week eMarketer.com released a report that leaves no room for doubt: social media marketing and email marketing are no competitors but “friends”.

Many have claimed that with the increasing adoption of social media by people, email marketing would go through rough times, to say the least.

But as I wrote in previous posts, this is nonsense, spread by people that focus on marketing and communication channels, rather than on what really matters.

I am not the only one that has been shouting that social media and other marketing channels work together very well. Several ESPs, for instance, knew that the integration between email and social media was coming (read this excellent post for instance).