socialmedian: Enterprises and Social Media: 5 Must-Haves

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Enterprises and Social Media: 5 Must-Haves

Source: ReadWriteWeb

Jun 18, 2009

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Summary

Corporations know that their relationships with customers are drastically changing as a result of the new capabilities made possible by Web 2.0 and social media. Customers increasingly expect to engage with brands instantaneously and satisfactorily. They no longer tolerate long delays in response, live operators buried down the 1-800-line call tree, or the ever-mounting irrelevant spam.

Gradually, but extremely well, customers are learning to sound their voices for everyone to hear. Gone are the days when a customer needed to write a letter to an anonymous clerk at a random PO box address, leaving response to chance and corrective action to a Hanukkah miracle. Customers today can sound their likes and dislikes at anytime across multiple media, uncensored: no smart nephew, neighbor with a printer, or attorney needed.

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Author: Ravit Lichtenberg is the founder and chief strategist at Ustrategy.com -- a boutique consultancy focusing on helping companies succeed. Ravit works with CEOs, marketing groups, and social media managers to craft customer-centric engag

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