In brand, your customers view of the world and how your offer adds value to them is all important. Sometimes if you’re fortunate enough, your customers will actually even communicate their impressions of your brand, what it’s doing well and where it’s falling short for them. Social media provides brands with a sound-track of customer conversation which is a ready source of rich insight. But customer conversations are only valuable to a business when they have the mind-set to listen, interpret and act.
