Resources

Charter’s Social Commitment to Customers

Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.

Developing a Strong e-Social Ethos

Organizations can’t buy word-of-mouth recommendations or social influence, they have to earn it.

Dell's Commanding Social Presence

The high-tech behemoth launched a social media listening command center to listen closely to customers’ comments and concerns, and take quick action on any issues before they escalate.

How Does Your Social Strategy Stack Up?

Most business leaders recognize social as a critical channel for strengthening customer relationships. But most struggle with defining their organization’s social strategies.

Social CRM Defined

Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.

Mayo Clinic’s Prescription for Social Media Success

Social media is enabling doctors at Mayo Clinic to better communicate with its patients, helping them become informed, and ultimately, empowered to ask the questions that matter.

Telus Dials Up Its Customer Service by Going Social

The telecommunications company seized an opportunity to excel at multichannel service by optimizing its social customer service delivery.

Taking the Leap From Social Media to Social Engagement

Instead of a standalone social media strategy, companies must develop a customer-centric social engagement strategy that is aligned with overall corporate and marketing objectives.

The Key to Becoming a Social Organization

Simply interacting with customers via social media is no longer enough. Making the most of customer interactions requires transforming into a true social organization. Here are the five steps to take to get started.

Motorola Harnesses New Media to Rebrand a History-Rich Company

Motorola Solutions used a comprehensive multichannel approach to galvanize employees and customers around its new branding, and to engage the broader market.

Meet Today’s Social Customer

The question for brands, and the marketers and salespeople who represent them, is: Are you prepared to be part of the social conversations happening about your brand?