Chapter 18 of Brian Solis’ book, Engage!, focused on how brands can use the conversation prism to create the social media map perfect for their brand. He covered a lot of information this chapter so I will only touch on some quick key points.
One of the first things Solis mentions how companies were so focused on profit that they were pushing away their consumers. At that time they hadn’t realized that the long-term value of interacting with their consumers rather than leaving them to an automated machine or outsourced service lines. Solis mentions a survey authored by Jonathan Whitaker that showed directing customers to these services negatively impacted customer satisfaction. Being one of those customers, I agree with these findings. It usually makes the situation more complicated than it needs to be leaving me dissatisfied. The quote below stood out to me:
A happy customer tells several friends and an unhappy customer tells many more.
It’s so true! People are more inclined to tell their friend about how long it took to reach someone at Comcast than to speak about new channels. Solis says that sometimes brands stop seeing the customer’s viewpoint and only see the dollar signs. Taking a customer’s experience into account will give brands the opportunity to connect better with their consumers.
This connection can be strengthened by actually talking to consumers when they have a problem. I think what Solis said about brands bringing information and solutions to the conversation so that the conversation can be on their terms. I also think it was important that Solis said brands should “experience the nature, dynamic, ambience and emotion of the dialogue” instead of just talking to say you talked.
The last part of the goes into the nitty-gritty of the Conversation Prism and how brands can use it to identify where the most important conversations are, when they’re happening and how to gather this information for a presentation for the bosses.
He touches on adaptation as well and how it will help your brand “evolve and increase in relevance, both online and offline.” Overall, the chapter was really informative but a lot to take in and understand upon first reading. I’ll leave you with this simple statement:
In the end, we are measured by our actions, and our words.