Engagement has become a nearly universal social media KPI. However, Facebook’s infamous People Talking About This (PTAT) metric puts a bit of a wrench in this equation. Using Nike Golf’s Facebook Analytics as an example, we can clearly see how PTAT doesn’t correlate with engagement.
Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, è autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Università Bicocca di Milano
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