The CX Blog

What the F**K is Social Media: One Year Later
View more documents from Marta Kagan.

[Read more →]

Charlene Li reviews Starbucks’ social media strategy in a new report you can access here.
She makes a number of great points, but what is crucially important in making any social media strategy work is the people and cultural awareness in an organization. Here are some highlights:

Deputizing people throughout the organization
Understanding how each social media channel [...]

[Read more →]