Silicon Valley

How to Boost Customer Engagement with Social Media (VIDEO)

Conversation has shifted. Increasingly it takes place in public on social networks. Twitter, Facebook, Instagram, Pinterest, and Tumblr are just the start of the places we use to build rapport, get feedback, and strike up new relationships.

Loni Stark
11.01.2013 | View Comments
How to Boost Customer Engagement with Social Media - Loni Stark

Loni Stark, director at Adobe and co-founder of Stark Insider, discusses how Adobe uses social media to boost customer engagement.

One of the hottest topics these days is customer engagement. How do we talk with customers–or with anyone who we do business with for that matter–in this new era of social media?

Conversation has shifted. Increasingly it takes place in public on social networks. Twitter, Facebook, Instagram, Pinterest, and Tumblr are just a few places we use to start building rapport, getting feedback, and strike up new relationships. Yet it is only the beginning. Social communities can be used to deepen relationships and it can also be embedded into the very core of the products and services offer.

I was invited this week to speak at the TM Forum (a non-profit industry association) Digital Disruption Conference here in Silicon Valley, and thought I’d share the two sessions that were filmed.

Loni Stark on Boosting Customer Engagement Through Social Media Channels

The first session is a case study presentation, “Boosting Customer Engagement Through Social Media Channels.” I describe four ways Adobe is using social media effectively across: (1) Product Launches; (2) Loyalty and Customer Success; (3) Product Feedback; and (4) Employee Engagement.

Besides Adobe, I also touch on Honda and Caesars Entertainment.

There’s also a short Q&A starting at 25:00.

Panel: Harnessing the Power of Social Media 

Later I shared my perspective on an expert panel entitled : “Harnessing Power of Social Media – extracting actionable insights”. As you can imagine, the conversation covered a lot of ground.

The question was: How do we drive more actionable insights?

Joining me are Humera Malik (Principal, Quexor Group) as moderator, Melissa Harrison (CEO, Allee), Susan Brauer (Manager, UMWSA) and Brian Murray (Director, Microsoft Corporation).

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Loni Stark
Loni Stark is a self-professed foodie, adventure travel seeker and passionate about technology’s impact on business and creativity. She's also the host of Stark Insider TV. It’s been said her laugh can be heard from San Jose all the way to the Golden Gate Bridge. She makes no claims to super powers, although sushi is definitely her Kryptonite. As director, product and industry marketing at Adobe, Loni oversees global product positioning, and go-to-market strategy and operations for Adobe’s web experience management business. Loni's story...