1\/3 of large companies have coordinated social media strategies and programs. This means that they have a clear social media strtagey, a roadmap, they use a variety of social media technologies, and the usage of these technologies is a well-coordinated, cross-organizational effort with strong, roles, responsibilities, policies, training and governance. <\/li>\n<\/ul>\nThese Groundswell chapters have interesting case studies from Home Depot, Eileen Fisher, Dell, USAA, and IHG. Framing the takeaways for business process pros that support customer service, they are that you need to put processes and technologies in place so that you can effectively listen to and enagage with your customers, and also act upon their input in a way that supports and reinforces your brand. <\/p>\n","protected":false},"excerpt":{"rendered":"
Forrester’s book, Groundswell made the power of social media tangible with real-world examples, and laid out a framework to help on-board organization. However, many companies today are still struggling with benchmarking their social media journey, managing bottom-up social activities, and proving the ROI of social media activities. The new chapters published highlight some best practices. […]<\/p>\n","protected":false},"author":7214,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,117,87,101],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/64104"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7214"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=64104"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/64104\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=64104"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=64104"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=64104"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}