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Socialized!: How the Most Powerful Businesses Harness the Power of Social by Mark Fidelman

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Remember, social business is still business, so you need to measure its performance and its value to your organization. You need to prove the value of any initiative, especially an enterprise-wide transformation. Few executives will make such a move on faith.

9

Learning from Mistakes

Every time I hear about an organization that is oblivious to its poor customer service and employee morale, I’m reminded of a memorable 20/20 episode titled “A Life Without Pain.” The episode is about a girl named Gabby who doesn’t experience pain. She has a condition called congenital insensitivity to pain (CIPA), which allows her to feel touch, but prevents her brain from receiving signals that she’s experiencing pain.

When Gabby was a toddler, she accidentally ...

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