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IPSOS SMX |
Ipsos SMX
The 10 Golden Rules of Engagement
Join the conversation @ipsosSMX #10GoldenRules #CM1TO

2. What is
Engagement?

3. 30 OVERUSED
BUZZWORDS IN
DIGITAL MARKETING

4. 91% of Generation C consumers regularly
engage with brands online.

5. “the only sustainable competitive advantage is
knowledge of and engagement with
customers.”
- David M. Cooperstein

6. The symbol of ones commitment

7. “emotional involvement or
commitment.” – Webster's

8. “a spectrum of consumer
advertising activities and
experiences - cognitive,
emotional and physical – that
will have a positive impact on
the brand.” – ANA, 4A’s, IAB

9. “Online Consumer actions,
including likes, shares and
comments” – Mashable

10. “Strategies brands use to
foster relationships, and
the resulting analytics” -
Mashable

11. “Engagement is actually
really hard to define,
even though everyone
talks about it.”

12. “Do to others what you want
them to do to you”

13. em·pa·thy
/ˈempəәTHē/
noun
The ability to understand and share the
feelings of another.

14. 10 GOLDEN RULES
OF
ENGAGEMENT

15. DEMONSTRATE
AND DELIVER
VALUE

16. Successfully motivating customer engagement
requires you to appeal to the customers’ self-
interest.
“If I was a member
what could this
message offer me that
would make me want
to open it, read this

17. Ipsos SMX

18. BUILD
RELATIONSHIPS!

19. “customer insight yields more intimate
relationships, which in turn accelerates
additional insight. Across industries, we see
this leading to higher profitability, deeper
share-of-wallet relationships, and stronger
market values.”
- Welcome to the Human Era

20. “We see our customers as invited guests to a
party, and we are the hosts. It's our job every
day to make every important aspect of the
customer experience a little bit better.”
– Jeff Bezos, CEO Amazon

21. “Our vision is to build 1:1 relationships in real-
time with every person in the world!”
– Marc Pritchard, CMO P&G

22. Rebecca & Clarke
Jude, Luke & Layla
My GardenBranzino!Warrior
s 2013

23. BE
TRANSPAREN
T

24. What’s your
favorite
VODKA?

25. Mercedes-Benz and Skyy Vodka were the title
sponsors of the Sex in the City movie. This
promotion was so successful that we wanted to
explore other partnerships...
What’s your
favorite
VODKA?

26. INVOLVE
THE
BRAND

27. Richard Branson
@richardbranson
Thanks for answering
my question. I
couldn’t believe my
email when it said
Richard Branson :)

28. SHOW...
IMPACT

29. Many of you have asked,
“Where did my Iced
Lemon Pound Cake go?”
Well, your message
has been heard,
and we have
responded.

31. RECOGNIZE
AND
REWARD

32. “In the future, everyone will be world-famous for
15 minutes.”
- Andy Warhol

33. Congrats to our Friends and
Family Contest winners Bjorn,
Ken and Marc.

34. WRITE
ENGAGING
CONTENT

39. COMMUNICATE
REGULARL
Y

40. “(mobile) provides the consumer with
options in terms of how they communicate
back to us. If they can’t put it into words,
they can take a picture or a video and send
it instead.”
- Jeanine Bassett, VP Global Consumer
Insights General Mills

41. REFRESH
THE MEMBER
BASE

42. Private Research Community

43. Responders
Contributors
Visitors
Total Member Base
Participate socially,
commenting, sharing photos,
relationship building
Participate privately, taking
surveys, “liking” other
members posts
Anonymously read content
Do nothing
Inactive
Ipsos SMX

44. MODERATE
CLOSELY

45. UPS delivery service are
just crap GRRRRRRRRRR
#customerservice @UPS
@samfreeman Oh no! What
happened? Please take a
moment to email us at
twitter@ups.com so we can
help you.

46. We'd be more than happy
to look into your
experience further Tim…
Yay! You fixed it!...Thank
you so much!

47. 10 GOLDEN RULES
OF
ENGAGEMENT

48. T H A N K Y O U
Clarke
De
Pas7no
Vice
President
Clarke.DePas7no@Ipsos.com