Engagement vs. Instant Information
Twitter, Facebook, FriendFeed, and the other denziens of the statusphere have given us plenty of reason to be excited at the prospects and opportunities that come with the “real time” web.
From engaging in real time conversations, responding and being more agile to requests, complaints and inquiries, and dissemintaing information quickly and regularly, the connection between people and companies is becoming more personal and real every day. And it’s all driven by the concept of the real time web.
But am I the only one that thinks we’re missing an opportunity here? I would argue that relationships online are based on content and information. If a company is putting out value a community will form around that output. Whether it’s coupons, videos, access to proprietary data, ring tones, contests, you name it, the content drives engagement and communtiy.
I believe that the statusphere for all it’s benefits is missing the opportunity to engage us all further.
Sure, it’s an amazing leap forward that you can talk directly to someone at a large brand, have a conversation with them and resolve a problem, provide feedback that get heard and more; but what happens then?
Follow that person or brand on Twitter? Subscribe to a Facebook fan page with a feed of their latest promotions and blog posts? It seems like there is an opportuntiy to go deeper with people who feel compelled to do so.
This deeper level experience is not driven by real time statusphere information. It’s developed, I believe by engagement. And here I think companies fall short.
Once someone’s engaged an they choose to subscribe to a Facebook fan page what’s there? What drives the experience further? Where’s the engagement and immersion? It’s too often missing.
Of course I’m biased working at an online video production an advertising company, but i feel that companies are wasting valuable engagement opportunities by not providing more engaging content (videos, simple games, rewards programs, access to more people at the company, executives, etc.) from these new social home pages. Too often these immersive, engaging elements are reserved for traditional, event driven online campaigns tied to a sweepstakes or other one-time event. What’s missing is sustained and sustainable engagement opportunities regardless of when someone comes in to contact with a social media brand presence.
Or course there are brands that get this, but they are the exception that proves the opportunity that exists for further engagement beyond the statusphere.
So this is my call for brands and comapnies to take it to the next level. Let’s take customer engagement from the statusphere to the engagementsphere and start to create lasting, rich connections and experiences a part of regular interactions and not just reserved for the latest promotion.
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