After the keynote presentation at the Digital Marketing Conference, someone called out a question to Michael Brito, of Edelman Digital: “Are there any common rules of engagement?”. For a bit of context, Michael was presenting on “The Rise of The Social Customer” (see slides here). Not only was he talking about the role of the empowered, social consumer, but also about the business infrastructure that must be built in order to integrate the social customer into the fabric of the company’s internal functions: operations, product development, customer service.
He responded with some good feedback. His greatest point was that when you engage in social media as a company you have to be authentic. (more…)