Comments on: DMI: Engagement Metrics http://blog.limelight.com/2008/10/dmi-engagement-metrics/ Thu, 03 Nov 2011 17:40:07 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Bret Branon http://blog.limelight.com/2008/10/dmi-engagement-metrics/comment-page-1/#comment-1575 Bret Branon Thu, 05 Mar 2009 19:28:41 +0000 http://blog.llnw.com/?p=89#comment-1575 This is awesome. But it makes me think about three things. 1. Kelloggs Phelps, debacle. Stoners like fruit loops, and buy more fruit loops than kids do. This is the biggest mismanagement of an engagement opportunity that we have seen in a long time. 2. Old Fashioned Customer Support. Is there a better way to engage a customer than with a live human being? Someone taking notes, a recorded call, you can VERY ACCURATELY measure customer involvement from doing the rare thing today of actually speaking and listening to your customers. It's simple really. The money and time you will spend on trying to automate the gathering of this information can be done just as easily and more thoroughly by finding the right humans to do this for your organization. Keep this in-house! Do not outsource it. Your customer relations IS how much you care about what your customer thinks. Live that. 3. Where do we find out about the latest developments in what Comscore, and Nielson are doing about measuring the web? And I remember when I had a Nieson box in my home. A representative from Nielson would call me and walk me through the workbook, and was nice to me, and was always the same person, and listened to me, and worked FOR Nielson. You want very accurately Measure Engagement? TALK to your customers. Metrics has a tough time automating the measurement of Feelings and Desires. It's not how many comments you get, it's what these comments are saying. AND, you HAVE to comment back. People have been trained to expect no correspondence back from government and corporations. Change that. Or lose customers, relevance, and money. b. This is awesome.
But it makes me think about three things.
1. Kelloggs
Phelps, debacle. Stoners like fruit loops, and buy more fruit loops than kids do. This is the biggest mismanagement of an engagement opportunity that we have seen in a long time.
2. Old Fashioned Customer Support.
Is there a better way to engage a customer than with a live human being? Someone taking notes, a recorded call, you can VERY ACCURATELY measure customer involvement from doing the rare thing today of actually speaking and listening to your customers. It’s simple really. The money and time you will spend on trying to automate the gathering of this information can be done just as easily and more thoroughly by finding the right humans to do this for your organization. Keep this in-house! Do not outsource it. Your customer relations IS how much you care about what your customer thinks. Live that.
3. Where do we find out about the latest developments in what Comscore, and Nielson are doing about measuring the web? And I remember when I had a Nieson box in my home. A representative from Nielson would call me and walk me through the workbook, and was nice to me, and was always the same person, and listened to me, and worked FOR Nielson.

You want very accurately Measure Engagement? TALK to your customers. Metrics has a tough time automating the measurement of Feelings and Desires.
It’s not how many comments you get, it’s what these comments are saying. AND, you HAVE to comment back. People have been trained to expect no correspondence back from government and corporations. Change that. Or lose customers, relevance, and money.
b.

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