Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Social media is all about connection, and for brands, that means audience engagement. With social data, you can understand how well your brand’s social media engagement efforts are working, as well as where you might be able to improve. And when you know which types of content and campaigns resonate most with your audience, you can grow engagement strategically and successfully.
In what follows, we’ll explain the most important types of brand engagement. We’ll also detail how you can boost audience engagement with your brand on social media by driving audience participation, involving your audience in content creation, and incorporating timely social content across all of your brand’s digital touchpoints. You’ll also find a brief run-down of best practices for engagement on social media. For more details, as well as relevant examples from brands excelling at audience engagement, download our ebook, Increasing brand engagement on social media: A guide for enterprises.
Successful audience engagement incorporates five key components: interactions, audience feedback, amplification, engagement rate, and clicks. Measuring these types of engagement with your brand is crucial to a successful social media strategy.
Interactions include reactions, likes, shares, retweets, favorites, and pins on various social media platforms. These metrics demonstrate how your brand’s overall social activity is resonating with your audience. If your social media interactions are low, that could be a signal that your content isn’t lining up with what your audience expects from your brand, and you can work to more successfully calibrate.
Audience feedback includes comments and mentions on social media platforms. They demonstrate the participation and input of your brand’s audience, and they can include both positive and negative sentiments. While it’s natural for your brand to gravitate toward positive sentiment, don’t discount the value of negative sentiment as it can offer an opportunity to demonstrate your brand’s commitment to solving problems with transparency, which can build customer loyalty.
Amplifications are shares, retweets, regrams, and repins, and they indicate how your brand’s content is resonating with your audience.
The Engagement rate of your brand’s content can be measured by total interactions as well as by the reach of your brand’s posts. With this information you can assess how effective your content is either overall or post by post.
Clicks can be tied to web analytics data to measure the actual business outcomes of your brand’s social engagement.
You can also measure your brand’s engagement with activity and reach metrics. These numbers can make it clear how many engagement opportunities your brand creates, and they can add perspective to the five metrics detailed above. Additional metrics like clickthroughs, conversions, and web traffic can present a nuanced picture of how your brand’s social efforts impact larger business objectives.
To improve your brand’s engagement numbers, it’s important to increase audience participation. Rather than viewing the content your brand publishes as one-off advertising opportunities, instead, think of your content as the building blocks of a relationship with each audience member and seek to engage them multiple times. Doing so can boost key metrics like clicks and conversions while also building trust in your brand and uncovering new leads. To encourage repeat engagement through your social media content, try the following strategies (and find additional ideas in our ebook):
Involve your audience by featuring UGC on your brand’s social platforms. UGC has many benefits, including the credibility it lends your brand. Brands that feature UGC find that it increases the amount of time audiences spend on the brand’s website and it also increases email click-throughs and conversions. Perhaps most importantly, UGC telegraphs your brand’s commitment to partnering with your audience. To successfully incorporate UGC your brand can take the following steps:
Positive brand mentions from audience members can be included on your website and other digital platforms to create a robust, authentic picture of your brand. But, remember to always follow consent regulations. A few creative ways to include such content are leaderboards, polls, and fill-in-the-blanks.
Find further details on all of the above, additional engagement best practices, and information about how Khoros Marketing can help your brand achieve its engagement goals (and thereby accelerate sales) in our ebook.
Increasing brand engagement on social media
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