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... Engagement marketing involves more than understanding computer and mobile technologies, apps, software, and computer language, just as traditional advertising is more than simply visual technology, music, video creation, and printing. Engagement marketing is not merely a simple combination of traditional advertising and public relations, with elements of customer service thrown in, as suggested by Richard Branson and the Virgin Group.
Engagement in social media is a distinctly different type of communication supporting true relationships and requiring an approach with deep consumer understanding, support, and value extending beyond the exchange of commercial communication. Engagement in social media looks more like a commercial friendship, using authenticity, transparency, empathy, and celebrating the value of the network, not the firm....
This is a really thoughtful post worth reading by every social media manager and user.