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How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands by Shawn Santos

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13. Creating a Culture of Social Care: Using Social Media to Enhance the Customer Experience

Genevieve Gonnigan, Former Social Care Manager, Infor

By the time you read these words, many things will have changed in the social space. A new social network will have emerged; a few existing social channels will have disappeared or reinvented themselves by amending, adjusting, and improving their terms of usage, privacy tools, and layouts. In the span of just a few years’ time, social media has become more a part of our social fabric by making us all accessible to each other, nearly instantaneously, from wherever we are in the world. As consumers, we expect to have that same access to the companies that we do business, and expect the same ease and ...

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