29. •Contributing value through
Contributing content creation, helping
customers achieve their goals
Level 5
•Telling your own story
Sharing Level •Sharing your brand’s passion &
Measurement & Analysis
4 personality
Authenticit Transparen
y cy
•participating in conversations that
Participating your customers are interested in
Accessibilit
Responsive
(broader than your brand)
Level 3
y/Participa
- ness
tion
Engagement •Answering the “social phone”
Responding •Responding to customers online;
Values The Top 10
Level 2 helping/support
Conversations
-To listen for
-How to respond
•Monitoring & analysis
Listening •Listening broader than your brand
Level 1 (ex: point of need)

30. 2

31. 2

32. 2

33. 18

34. 2

35. 2

36. 2

37. 2

38. 2

39. 2

40. 2

41. 2

42. 2

43. 2

44. 2

45. Conversation?
@davidalston
@radian6