Being social is not about technology. It is about connecting people to an experience. It is about knowing the rules of engagement and adding value to inspire participation. It is about interactive dialogue between organizations, communities, and individuals. Individuals are now empowered to impact businesses in positive or negative ways.
A company's brand is one among many competing for the consumer's ear and heart. How does the brand connect in a meaningful way with the consumer? Social media represents an opportunity to create durable, relevant relationships with consumers, based on and measured by conversations.
Many researchers believe that social media presents an enormous challenge for firms as many established communication management methods are ill-suited to deal with customers who no longer desire to be talked at but who now want firms to listen to and engage with them. By analyzing identity, conversations, sharing, presence, relationships, reputation, and groups, Mercati can help companies monitor and understand how social media activities vary in terms of their function and impact. Mercati always looks to focus first on the strategy of the channel and identify what the idea to be communicated is and how we can generate action by the consumer. Our social media professionals are experts in leveraging Facebook, Foursquare, Twitter, Pinterest, Google+, blogs and other social media platforms to develop the message and engage with your customers. We also leverage industry tools for customer experience management (CEM).
Mercati uses the term social business to demonstrate that engagement with social media is important to more than just marketing and PR departments, and should also affect those working in other business departments such as sales, human resource management and R&D.
Traditional CRM strategies and solutions were designed to focus on product, price and enterprise process, with minimal or no focus on customer need and desire. We believe that CEM addresses customer needs and desires, and we employ it in our Social Media strategies for your firm. Our CEM solutions are cross-channel based (Internet, mobile devices, self service, contact center, brick and mortar stores), cross-touchpoint (phone, email, chat, Web, in-person), and cross-lifecycle (ordering, fulfillment, billing, support, etc.).
Mercati's social media consultants engage with you through:
Mercati also helps your business understand:
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