Paul Gilliham is Lithium's Director of Customer Marketing, responsible for customer engagement marketing, social media and Lithium's own community, the Lithosphere.
He is a regular blogger for Lithium and in the Lithosphere you'll see him as PaulGi. You can follow him on Twitter at @lithosphere or @bladefrog
Do we use Facebook or a Community? We hear that question a lot in discussions - our answer is pretty simple. Both avenues work, but for very different things. Facebook is a very quick method of attracting and acquiring fans, but from that point it is actually pretty difficult to deeply engage those users in any meaningful activity, certainly nothing that is structured. Community on the other hand acquires members more slowly than Facebook, but the level of interaction you can achieve with them is astounding. From support help to co-creation of products and many things inbetween.
So what happens when you take the best of both worlds and connect a Facebook fan page with a customer community? Deep engagement with a lot of people...
Well that's exactly what we're talking about on our next Customer Management IQ webcast with Mark Hopkins, Social Media Program Manager for Lenovo.
Lenovo has a very successful customer community and a large Facebook following and have been connecting the two for a couple of months now, with great results.
Gina Scanlon, Editor at Customer Management IQ will be chatting with Mark and Lithium's Chief Community Officer, the one and only Joe Cothrel.
Join us on October 13th at 2pm eastern and find out:
How to leverage the sites—where your customers are already engaged—to collect customer feedback and increase brand awareness
How to convert discussions on social media sites into solutions for your customers
Which metrics determine the value of using social media to identify customer issues sooner
Which technologies lower the barriers to starting a conversation with your customers
What specific tactics and strategies are successfully driving customer engagement on social media sites
Hear successful case studies on how to provide a superior online support experience