A social business is about a million miles from “business as usual,” which is why so many organizations find it difficult — and painful — to fully embrace. It involves a new focus internally and externally. It means the company has to honestly:
- Be transparent
- Engaged with customers in an ongoing relationship
- Distribute, share power
- Distribute problem solving
- Have people willing to be leadership coaches, not controls
- Empower employees to contribute
- Develop an interdependent ecosystem of partners
- Deliver service when, where, how the customer wants
- Enable customers to define products/services
- Anticipate customer needs
