The document discusses the relationship between marketing and operations, emphasizing how marketing sets expectations and creates demand while operations deliver on those promises. It highlights the importance of engaging with consumers via social media to address gaps between marketing claims and operational delivery. The author outlines four rules for effective engagement: listen, learn, engage, and integrate.

1. @andrewgrill LondonCalling.mobi Engagement in the real world

3. Why are we here?

4. Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another choice. Operations delivers. Any gap between the two drives a conversation on the social Web. Dave Evans bit.ly/nublack

5. 4 rules

6. Listen Learn Engage Integrate bit.ly/4rules

7. Listen Listen

9. Learn

10. Engage

11. Who do we engage with?

12. Just like in real life…

13. Integrate

15. @andrewgrill LondonCalling.mobi andrewgrill.com/contact