Leith Dock

Fascinating and in-depth look at the use of social media for customer engagement.

No surprise that media and technology companies are leading the way, but interesting to see other large brands establishing a successful social web presence.

Good examples cited include MyStarbucksIdea from Starbucks and IdeaStorm from Dell, both (albeit tentative) explorations into customer-led innovation, but there’s also a wealth of exploration into the real value of two-way conversation.

And judging by the response it’s got from TechCrunch, GuardianTech etc, it’s a clear sign that social media engagement is moving from a ‘nice-to-have’ to a ‘must-have’ for brands large and small.

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