Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?"
real-time, automated customer and employee feedback solutions. His experience spans multiple industries and disciplines, including many years as an adjunct professor at Cornell. He is a frequent teacher/speaker at trade, academic, and professional gatherings, and the author of “Delivering and Measuring Customer Service.” Jon Grover is a Product Manager at Mindshare Technologies . He has pioneered many of Mindshare’s best practices in Enterprise Feedback Management (EFM) , especially in the