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Posted by Kate Leggett on June 7, 2011
Forrester’s book Groundswell made the power of social media tangible with real-world examples and laid out a framework to help onboard organizations. However, many companies today still struggle to benchmark their social media journey, manage bottom-up social activities, and prove the ROI of social media activities. The new chapters published in the just-released expanded and revised edition of Groundswell highlight some best practices. Here are some of them:
A significant number of companies have embarked on the social media journey; in 2011:
The new Groundswell chapters have interesting case studies from Home Depot, Eileen Fisher, Dell, USAA, and IHG. The takeaways for business process pros that support customer service are that you need to put processes and technologies in place so that you can effectively listen to and enagage with your customers and act on their input in a way that supports and reinforces your brand.
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