How often have you heard this:
“Social media makes listening easier. But listening is scary because we might not like what we hear.”
Ethan Yarbrough explores the topic of social media and says its better to be engage in the conversation because it is happening whether you are there or not What do you tell a company that fears social media.
If you really want to listen, then you need to be prepared for what your customers and employees are going to say. You might not be able to deliver what they want but you are able to meet them on their turf.