With regards to social media, most of what we read (and I have written about) relates to marketing. Yes, social media is a powerful and important piece of the marketing mix. But social media is also a paramount customer service and support channel. And I believe, that for the most part, there continues to be significant failure of customer service social media.
Have you ever been on a brand Facebook page and noticed that it is primarily used for people to b*tch and moan about the brand....