Consumer Engagement
Framework
Justin Baird
Innovation Evangelist

Consumers are
making connections
In-Store
Outdoor Display
Print
TV
Radio

Technology creates new ways for
consumers to connect
5,300,441 views
Content

Community

Product

Consumers engage and
drive online content...

Facebook Image

TwitterVision

Spy.appspot

YouTube - summer heights

Queen image in London and talking head

Engagement Framework
Create Promote Scale Engage Nurture

Engagement Framework
Listen
Engage Evolve
Nurture

Promote Nurture
Create
Scale Engage

Create

Promote
Lions for lambs

Scale
Nike Human Race

Engage

Engage
NYCGO.com, video showing concept

Engage
NYCGO.com, video showing concept

Engage
NYCGO.com, video showing concept

Nurture
fixmystreet.com
Map of the queen

Nurture

Nurture

Nurture
Breaking down the
international barriers
of language

Promote Nurture
Create
Scale Engage

Consumer Connections
Online Gateway Offline
Outdoor
Website Search
Display
Brand Video
TV
Channels
QR Code
Blogs &
Radio
Content
Social
Word of Direct
Email
Mouth Mail
Mobile Print

Internet Distribution
Content Type Offline Online
Video
Audio
News
Search
Classifieds

“We’re less than 5
years away from fully
individualised drag
and drop TV and radio
stations”
- Mark Thompson

Use search to gain
insight into your market
 Consumers are making connections
online with content, communities
and product

Use digital to interact
and learn from your
online community
 Communicate, listen, and evolve
your brand, service, product, and/or
messaging based upon direct
feedback from your consumers

Use search to complete
the customer journey
 Search provides a vital connection
between your offline and online
media