Without a doubt “Social” has broken the bounds of Marketings’ responsibility to become part of the culture and behaviour across any organisation. Whether they like it or not, someone, somewhere has either commented on, searched for or spoken about an organisations products and services. It’s therefore vital that all organisations understand how to listen, respond and tap into social media as a means to understand customers and develop deeper customer experiences.

That’s basically the elevator pitch for social media

However, “social’ can mean so much more if incorporated as part of an organisations DNA. This post looks at how the same social media skills of listening analysing and responding can be applied across all functions of an organisation in order to develop a social facing culture and customer experience