Going from social to digital engagement. This customer journey map outlines the steps digitally connected customers take during and following decision-making. Various channels (mobile, social, web, “real-life”) all contribute to experiences that influence customers’ level of engagement, purchase and loyalty. Business leaders are currently defining new roles and responsibilities to unify and optimize the customer journey. (via The Imminent Evolution from Social to Digital Engagement | AT&T Networking Exchange Blog - Image source)
Going from social to digital engagement. This customer journey map outlines the steps digitally connected customers take during and following decision-making. Various channels (mobile, social, web, “real-life”) all contribute to experiences that influence customers’ level of engagement, purchase and loyalty. Business leaders are currently defining new roles and responsibilities to unify and optimize the customer journey.

(via The Imminent Evolution from Social to Digital Engagement | AT&T Networking Exchange Blog - Image source)

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“A new genre of social producers are taking aim at developing content strategies that are not only consumable, they’re shareable, actionable and act as catalysts or sparks for relevant conversations…. [Unlike] traditional content creators … they begin with the social outcomes they wish to see and reverse engineer content strategies to enliven them. They understand the relationship between cause and effect and they bake-in conversation starters related to an integrated and business-focused strategy … And the desired outcomes combined with the social effect they aim to trigger is then evaluated network by network.”

Brian Solis

Infographics are not a Social Media Strategy: The need for social producers - Brian Solis

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The dawn of the digital enterprise

Characteristics of the future enterprise, based on digital transformation—

  • Sustained innovation: increased specialization
  • Relationship-based: open & collaborative
  • Fading hierarchy: diminished command & control
  • Adaptive: flexibility in operating and business models
  • Engagement driven: Experiential versus transactional
  • Insight driven: Prescriptive
  • Design principles: Mobile first and Context-aware
  • Business Technology driven: NOT Information Technology

The broader view of digital, represented by traditional web channels, Social, Mobile, Cloud, Big Data, Consumerization, and the Internet of Things, forms the foundation for the future Enterprise.  Via Frank Diana’s blog

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Investing in the Mobile Enterprise

This is the dawn of the mobile enterprise and digital strategists must think beyond the idea of a social business. Now is the time to lay the foundation for an adaptive enterprise where mobile becomes one of the pivotal screens for employee and customer engagement, communication, and collaboration. Via PandoDaily

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Social media is about social science not technology

Updating a blog from 5 years ago, Brian Solis says:

“As an umbrella term, we should think about social media and mobile behavior as it’s related to psychology, anthropology, communication, economics, human geography, et al. After all, everything comes down to people.

“Unfortunately in new media, we tend to put technology ahead of people. Think about your current social media, mobile, or web strategy for a moment. Do you even know who you’re trying to reach? Do you know what customers or stakeholders expect or the challenges they face? Are you familiar with how they connect and communicate and why? Lastly, do you understand the journey they take to make decisions?

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Social business and the egosystem

That’s not a typo in the headline!

In a blog, “Enterprise social networking is more than a Facebook behind a firewall,”  Brian Solis steps back from his firm’s detailed findings about adoption of social media in organizations and puts the issue in human terms:

“When you joined the organization you’re at today, you most likely received a desk, a PC, a phone, an email account, etc. You probably didn’t receive a Twitter handle or a Facebook page. You brought those into company. But that’s not all that came along with you. You introduced a new perspective on how transparent communication and connections facilitate engagement and collaboration. And this

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