How is social media changing our customer relationships? Has the balance of power shifted forever? What can your business do about it?
We are witnessing a dramatic change of social media strategy - from acquisition to retention. As the social space gets more and more saturated, we look towards ways to turn our existing fans and followers into real brand advocates, instead of simply monetize them.
Those interactions are increasingly taking place in branded online communities and private social networks to resolve issues with privacy, security, copyright and to preserve our social technology investment.