As a contributor to (Aussie) Marketing magazine, the following story piqued my interest. A CMO Council survey of 400 executives had 56% admitting their companies have no programs to track or build positive word-of-mouth, and 59% don’t compensate any employees based on improvements in customer loyalty or satisfaction. The (overall) message for marketers, according to CMO Council, is that by creating a corporate culture of listening, learning and limiting hassles, companies can “improve product uptake, reduce market friction, increase customer responsiveness and identify new monetisation opportunities”. But if they don’t resource this, then they ain’t gonna pay for it are they?
This kinda dovetails with some recent experience of pitching to clients, some of whom expect all digital activity to be dirt cheap, yet highly effective. Client organisations must never overlook the thing that makes ‘social media engagement’ work, is the dollar value of the intellect that advises you how best to engage in this fast-evolving arena; praps to some extent Social Media exponents are being undone by the myth of e-DM; that it’s an easy design job, followed by repeat running of e-lists. It ain’t!! The skill is considered engagement, and that’s the result of developed expertise and (to me) seasoned PR judgement!! Am I grumpy or is it just hot in Melbourne??