A major change is taking place in social media these days: Leading-edge companies are moving from “liking” to leading.
Social media has become an extension of traditional paid media with many companies broadcasting messages — from traditional to innovative. The next step will be much deeper as the leaders recognize that social engagement is an opportunity to redefine the client service experience, be proactive in delivering customer care and differentiate in new ways.
We call this social business. And just as social media like Facebook, Twitter, and Pinterest changed the flow of information by helping people share insights, opinions, and news with anyone anywhere, social business is changing the way people connect with companies and their own employees and how organizations succeed.
What is a social business? It’s an organization that integrates social technologies with critical business processes to improve the productivity of its workforce and create exceptional customer service.
For more information about how IBM views social business, click here.
Follow Alistair Rennie on Twitter: www.twitter.com/alistair_rennie