A business is not about systems, it’s about people. True, an organization needs systems and software to be operational. True, a lot of processes can – and should – be automated, but still, without people a business would be nowhere. The right people at the right buttons, the right people facing the right people, that’s what counts when you’re aiming for customer experience and engagement. That’s what we are continuously working on with our customer communications platform Scriptura Engage.
Last week we held our yearly Scriptura Engage Event for customers, partners and prospects. 150 people brought together at the Crowne Plaza Hotel in Antwerp. High-level plenary sessions in the morning, in the afternoon specific tracks dedicated to Business, Technology or Partners. Community engagement can only be successful if all members feel being addressed to, if they are offered relevant information and insights, if they are involved. As we are fortunate having a diverse community we chose to diversify our event accordingly. We reached out to our audience.
Customers and partners are your mirror
We involved three of our customers to share their honest – not ‘Scriptura Engage is the best’ – experience with our solutions and services. Our objectives were to show what we are capable of, but also to generously share direct, customer-led insights and to energize the people in our community. For us as well it was quite interesting to see how these different customers looked at us and our solutions. The solution everyone was talking about afterwards appeared to be Scriptura Engage Mobile Capture. I silently hope the overwhelming enthusiasm will be visible in the number of attendees at our webinar about mobile on December 10. Some of our business partners were offered a few square meters in the networking hall to demonstrate their expertise with and/or adjacent to Scriptura Engage. It was our attempt to connect people.
After Reach comes Connect comes Engage.
The greatest gift an audience can grant a speaker at the end of a session is the germ for a spontaneous discussion. No matter how heavy the discussion may become, exchanging thoughts, opinions and insights is worth … a diamond – Antwerp was our location after all. The talk I had with my audience at the end of my partner marketing session was not heavy but let’s say lively. One of our guests expressed his concern about the level of importance and use of the high number of social media available today.
The adolescents now are almost strictly online and ‘social’. They are consumers today and may become entrepreneurs or influential contributors tomorrow. It’s essential to be social as an organization, but not each medium suits each business. It comes to choosing the right set of media, not social only, to bring across your organization’s story. That was our first conclusion, and we agreed to dedicate one of our next partner audioconferences entirely to this topic. Engagement!
In a community true communication is crucial. True means honest, transparent, passionate. Before inviting everyone to the networking drink we showed our DNA as an organization, the novelties we are working on and also the topics – even though flirting with our core business – we have not added to our strategic roadmap. Honesty. Transparency. Passion. I can’t go into details about this, I’m afraid, as the information presented was for the community’s eyes only; between you and me, that too is engagement.
We wish you an energized journey.