Engagement, Influence and User Experience

I was sitting this morning with a client having a breakfast meeting when I started to use what was on the table for props. I was explaining the different marketing channels like this…


Each of the above “tools” has a certain marketing function within your organization. You use them everyday for engaging your users and customers and even your prospects. Good, bad, or indifferent, you use them. It’s what we all have been programmed to use.

They can, however, be influenced by what you bring to the table.


But at the end of the day, you are still going to use the same tools pretty much the same way.

You might enhance them. Or influence them.

s and p

But the tools are still the same. Regardless of look and feel, they still function the same way.


But what if we could add something to the dynamic? That enhanced the whole experience? That wasn’t there before? That perhaps no one else was doing?




Now the experience has been changed for the user. You’ve upgraded the experience by adding 2 elements that were not there before. If you don’t add them, nothing really changes. If you do add them, aren’t you better off now than you were before?

Once they are in place, you  see how much the user enjoys them, and how they told their friends and what it did for your business and your organization… the feedback has been tremendous versus no feedback before. Customers are talking about you and to you.

Now, would you ever consider removing the OJ or the table cloth? Is this better or worse than prior to your 2 new additions?

Lastly, your new customer, user, client comes up to you and says, ” We love what you have done with your OJ and your table cloths and it’s why we come here now, but you know what would be nice…?”


You listen and you now have enhanced the customer experience. You listened! and they appreciate it and tell others.

Now, would you ever consider removing the flowers?

Say hello to the most basic elements of social media.

2 thoughts on “Engagement, Influence and User Experience

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  2. Pingback: Killing the Machine with Social Media | Kyle Lacy, Social Media - Indianapolis

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