Excellent video interview with Brian Solis and Frank Eliason on customer service. Key point here is that consumers are forcing organizations to think twice about their traditional business models and are forcing them to evolve from a brand that merely engages in social media to a social business. There is a huge difference.
Consumers are shaping Social Business
Michael Brito is a Senior Vice President of Social Business Planning at Edelman Digital. He helps his clients transform their organizations to be more open, collaborative and socially proficient; with the end result of creating shared value with employees, partners and customers. Prior to Edelman, Michael worked for Intel and Hewlett Packard in various social media marketing roles. Opinions posted here are his own.