1.组织顾客参与论坛峰会的焦点是客户参与而非客户体验。2.组建客户参与委员会目的是及时地将营销、沟通、服务、销售、产品管理等所有的参与形式整合到一起,变成涵盖所有接触点的协调策略。3.任命一个首席内容官首席内容官的角色就是提供与品牌相关的、容易引起争论的内容来吸引客户参与。4.建立“倾听中心”企业应当成立倾听中心来监控社交媒体、博客以及其他在线论坛上外界对本企业、产品及服务的 1. Organize Customer Participation Forum The focus of the Summit is customer engagement rather than customer experience. 2. The purpose of setting up a customer engagement committee is to bring together all forms of engagement, including marketing, communications, services, sales, product management, and others, in a timely manner, into a coordinated strategy that covers all touch points. 3. Appointment of a chief content officer The chief content officer’s role is to provide brand-related, easily controversial content to engage clients. 4. Establish “Listening Center” Enterprises should set up listening centers to monitor social media, blogs and other online forums outside the enterprise, products and services