•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)

2

2

2

18

2

2

2

2

2

2

2

2

2

2

2

Conversation?
@davidalston
@radian6