Pete Blackshaw wants to know, what is the bigger idea: social media as marketing stimulus or social media as a way to innovate business processes? According to Pete, brand managers and CMO’s alike should recognize that it’s both. Brands including Ford, Comcast, Toyota, Southwest, Sony, Denny’s and others are testing new models of customer service on platforms such as Twitter that, under the old “enterprise” rules, would have cost millions to launch or even test. It’s not that everything’s cheap, but the barriers to low-cost learning have plummeted.
The full story at Ad Age:
http://adage.com/digital/article?article_id=134878
