Here is a great insight into how a large consumer facing organization has planned, built and implemeted a Social Media program.
This is a essential viewing for those looking for case studies on how to start thinking about how to implement your customer experience in launching your social media program. Take note of the key point that although listening to consumers is great, but it is only the tip of the iceberg.
Watch the case study video here
Thanks to Andy Sernovitz for the link.
