Learning from the Best Adopters of Social Media: Implications and Recommendations for Consumer Companies


  • Companies deriving the greatest value from social media (the social media “leaders”) have a much higher regard for social media’s potential.
  • Leaders make better sense of the mountain of digital consumer data from social media and act on it faster.
  • Leaders are much more likely to have highly cross-functional social media initiatives – one big internal “social circle,” rather than many smaller, autonomous social circles.
  • Leaders structure their social media activities more effectively, combining central and functional “listening” to consumers with local action.
  • Leaders have a culture of ardent listening and transparency – to consumers and with employees.


Mastering Digital Feedback – Implications and Recommendations
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