According to Forrester’s research, in 2009 social media became mainstream reaching critical mass with over 73% of adults. The emergence of the social web (Web 2.0) has given rise to the crowd’s voice and shifted to a symbiotic relationship where business needs to focus on listening.
Learn to identify your best customers and understand how they are redefining your brand experiences through Blogs, Tweets, Facebook, Yelp reviews, YouTube videos and Foursquare flash-mobs. Start making strategic sense of how your customer’s social capital translates to your bottom line. Open up to opportunities by engaging authentically and facilitate a strong, extended relationship with your customers.