In just a short time, social media has become a ubiquitous mainstay in the lives of consumers. Popular platforms have rapidly grown to hundreds of millions of users, and the adoption of social media platforms has no end in sight. This social media “revolution” has changed the traditional, corporate monologue into a two-way dialogue with customers and prospects.
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Today, a small but growing number of companies are using social tools and strategies to build a whole new mechanism for helping customers get more value from a firm’s products and services. These new approaches enable better new product and service development, more effective marketing and selling through educational content -- as opposed to standard promotional messages -- better after-sale service and support, and more control over what the market says about the company and its offerings. Becoming a socially enabled enterprise requires that organizations change the ways they support staff, interact with prospective and current customers, engage with partners and conduct business activities.
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Today, a small but growing number of companies are using social tools and strategies to build a whole new mechanism for helping customers get more value from a firm’s products and services. These new approaches enable better new product and service development, more effective marketing and selling through educational content -- as opposed to standard promotional messages -- better after-sale service and support, and more control over what the market says about the company and its offerings. Becoming a socially enabled enterprise requires that organizations change the ways they support staff, interact with prospective and current customers, engage with partners and conduct business activities.