Twitter Facebook LinkedIn Flipboard 0 If you’ve been using social media for your brand marketing efforts chances are you have been fed a healthy dose of increase your average revenue per like more than a few times so far, haven’t you? So, as a marketer, what should you do about this? Well. Forget it. Let me ask you this question: Will you ever go to ’s page on Facebook or Twitter to find out what is new by the brand? The answer is No. Social and mobile have empowered customers The likeliest way you will hear about what’s new! is by advertisements both online and offline. The next best bet is via your own website which you use to position brand related news. Social media doesn’t rank that high in this list. So you might ask, why exactly should a brand care about Facebook or Twitter, or indeed about any of the popular social media channels out there? The answer is to engage. When a customer lands up on your social media channel it is most often to ask a question, post a complaint (sometimes even a rant about something) or in certain cases see updates like knowing if your service is up or down (Twitter’s API uptime dashboard was once powered by Tumblr). If you believe in capitalizing on this customer visiting you on social media what should you, as a brand, do on social media? You engage as well! Business is personal again! A critical point when building a business is its sustainability, and various ideas and methods have been tried and have failed. However the one method that has withstood the test of time is what mom-n-pop stores have been doing for years – keep a customer coming back for more, and then some. What we today call Customer Experience Management emerges from this very basic philosophy. So the question to really ask is, what have these small stores got that many large corporations lack? A personal touch. Customer engagement trends on Google The graph to your right shows the search trends for customer engagement and it has seen a steady growth since 2006. Will this trend dip? I don’t think so. It might get rechristened as “relationship marketing” or “omnichannel engagement” but the brand-customer interaction in each case remain the same. What should brands do? Be human: Start giving importance to individual conversations. You are half way there by the virtue of your presence on social media. Can you imagine customers trying to have a dialogue with IBM or Ford Motors before the rise in popularity of social media? Know your customer: Try to know as much as you can about your customer. The public nature of much of social media gives you a great chance to know more about your customer before engaging her in a conversation. Also, keep track of all conversations with a customer so that you never lose context. Care like crazy: You should genuinely care about your customers’ involvement with your business. It might be by simply acknowledging a post or a tweet but customers do care about acknowledgement, we all do as human beings. Use this as a guiding principle in your brand engagement and chances are you will do very well indeed! We are witnessing a golden age in the study and deeper understanding of customer experience. There are several tools and methods that can help you manage your activities and interactions. Go ahead, start engaging. It really isn’t that hard anymore! Photo Credit: garryknight via Compfight cc Twitter Tweet Facebook Share Email This article originally appeared on muHive blog and has been republished with permission.Find out how to syndicate your content with B2C Author: Kane Pepi Kane Pepi is an experienced financial and cryptocurrency writer with over 2,000+ published articles, guides, and market insights in the public domain. Expert niche subjects include asset valuation and analysis, portfolio management, and the prevention of financial crime. Kane is particularly skilled in explaining complex financial topics in a user-friendlyView full profile ›More by this author:VoIP Basics: Everything Beginners Should Know!Bitcoin Investment, Trading & Mining: The Ultimate Guide for BeginnersIs This a Better Way to Set Your 2020 Goals and Resolutions?