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Are you ready to use Social Media as a way to connect to customers? What issues do you think it will solve?

The Consumerist published and article today that outlines the thoughts of Frank Eliason, who created @ComastCares as a way to address Comast’s customer concerns on Twitter. He says, "Huge ROI can be gained just by measuring changes that stem from listening. It's sad to say, but the only changes I have seen are those due to large or threatening groundswells."

Becoming a social company is easier said than done.  Before implementing social media as part of your engagement strategy, you have to evaluate where the problems are starting, and work on creating positive experiences in the first place.

The Consumerist

Brian Solis

 

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