Successfully Engaging Customers through Social Media


Dear M & M:

People keep saying social media is based on engagement of customers and how well you can do it. Do you have any suggestions on successfully engaging them?

– Doug

Dear Doug:

It is important to develop a meaningful engagement with your customers. You must create a sense of shared value with your customers. It is a two way communication of mutual respect when positioned will enable your brand to succeed. Here are the top five key steps to undertake when creating and managing engagement. Planning: Why am I engaging in the conversation and what do both parties get out of the relationship? Listening: What are both parties saying about each other? Communicating: What can either party say that will generate desired outcomes mutually beneficial to both parties? Measuring and responding: Will the response generate desired outcomes? Was the response of my efforts net the desired results? Increased traffic, more sales, referrals, brand awareness are some of the key things to measure. Testing and Improvement: What can you do to improve the process to get the desired outcome?  How can you make it better for both parties as you move forward? At the end of the day it is all about listening to what is being said about your company. Recognizing an opportunity; delivering corporate concepts, products and services to show real value to potential buyers; monitoring, changing and adapting to changing situations. Social engagement is all about extending reach to more people because you are offering something they really want in a way they can easily get it.



To ask your questions: Call the Small Business Development Center(SBDC) at Cochise College (520)-515-5478 or email or contact the Sierra Vista Economic Development Foundation(EDF) at 520-458-6948 or email


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