Each one of us wants to show off how cool, cutting-edge, and tuned-in with modern times our brand is. We listen on the web. We entertain on social. We crank out a ton of content every day, hoping for virality. We measure the amount of conversations, likes, and shares. If we are really good, we analyze purchase intent and actual purchase data and correlate it back to all of our busy social efforts.
And all the while we are missing the most important measure of all – relationship capital.