In this day and age – an age Forrester Research defines as the “age of the customer,” in which focusing on the customer matters more than any other strategic priority – social media has created a shift in power. Organizations no longer hold all the cards. Consumers are now more empowered than ever.
According to a recent U.S. benchmark study by Forrester, almost 96% of U.S. adults online today have a Facebook account, and roughly 25% have either a LinkedIn or....