As 2010 comes to an end, it is a natural time for reflections and predictions. At this time of year, I take the opportunity to look backwards and take stock of what has happened with social media and customer communities. This year has been dominated by a shift in focus from social media marketing to social business it evolved from being experimental to being a business imperative.
Online communities have become the center of the customer experience and we spent much of the year trying out social media programs, creating customer communities and trying to make sense of the richness of structured and unstructured data the was created through the social channel. And, we face the New Year with profound opportunity to make sense of the experiments and weave the lessons together to inform a cohesive and scalable strategy that will change business as we know it even more significantly as it already has.
In the spirit of continued learning, I offer a few of my favorite writings to help you succeed. These are some of the most compelling and useful writings I believe can be found on the topic of social business. I hope you enjoy them as much as I do. Happy Holidays to all!
Vanessa DiMauro is CEO of Leader Networks, a research and strategy firm that helps organizations create enterprise-level online communities. She is an Executive In Residence at Babson College, and serves as a Research Fellow for the Society of New Communications. She works with leading companies to create social media strategy and align with operations for positive results.
[Recorded Sept 26] Traditional Voice of Customer surveys have a blind spot to real-time feedback on social media and call center interactions. Learn how progressive companies are mining Big Data to improve the customer experience, reduce churn and even boost agent selling.