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Being a social business is about creating relationships. Brands are no longer controlled by their owners but by consumers and employees. Consumer-to-consumer interaction is crucial, with peer recommendations trusted more than advertising. Engagement is replacing marketing as the key goal of social media. Social strategy needs to be represented at board level; roles such as chief social media officer will become commonplace. Employees of all levels can communicate socially about the brand, provided that standards are set out to protect both brand and individuals. At a minimum, it is vital that companies listen to what social media are saying about them.