I find it sadly fascinating how many consultants tout their credentials as nextgen connectors, supremely well-versed in the art of customer engagement and retention (by their own admission), and uniquely placed to counsel the rest of the business world on how to manage the relationship with our client and customer bases. My fascination stems not so much from the fact that there now seem to be more of these “experts” than there are scriptwriters in Hollywood, but from how unwilling these “gurus” are to include others in their “dialogue”. They publish prolifically, and have answers to every question posed, but god forbid someone else offer an insight or counterpoint. I follow many of these self-anointed “thought leaders” as many of my own partners and clients often ask me what I think of this speaker or that panelist (call me a glutton for punishment), and have regularly noted how they edit both the comment section and main body of their postings, to adapt to market changes as well as erase anything but adoring support and fawning interest. This is not engagement, it is Push marketing, a 20th century device that has limited appeal nowadays.
Three things may happen upon the publication of this post:
- Nobody reads it.
- Somebody reads it and leaves a favorable comment, useful link, or insightful addendum.
- Somebody reads it and leaves a less than favorable comment.
In the first scenario, which may well manifest, given the glut of opinion pieces on LinkedIn, Tumblr, and other online soapboxes (blogs such as this one included!), there is naught to do but soldier on.
In the second scenario, I will append a grateful thanks for their kind attention and contribution and, if relevant, add additional remarks of my own to keep the conversation going.
In the last scenario, it would be my obligation to remove the comment ONLY if said comment is downright rude or offensive, or completely irrelevant to the discussion. If the last of these was the case, I would give the individual the courtesy of a note explaining my action and the reasons therefor. If, however, the comment was simply a counterpoint to my observations, and respectfully put, I would welcome and respond to it. After all, isn’t that what engagement is all about?
So, to all you gurus, experts, and thought leaders out there in LinkedInLand, Tumblrtown, and Blogburgh: if you are among those who “trim” your postings and comment sections like a textual topiary bush, please stop. You do yourselves and your readers a disservice. Censorship should only be ever exercised with extreme caution, and only when no other option exists.