Foreword by Brian Solis

Adapting Businesses to Meet the Needs of the Connected Customer

The social media movement is far more important than we realize. Several years ago I compared the democratization of information to the economic impact realized during the Industrial Revolution. Indeed, social media is much more than Twitter, Facebook, and YouTube. Social media is a lens into the future of business and the relationships that are created between brands and customers. However, social media can only benefit the organization if its promise is unlocked across the entire organization and not siloed in any one department or function.

Hosting a dynamic Facebook presence and active Twitter stream does not make a business social. Pointing to these accounts ...

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