2009 was definitely the year where social media started to really change the way brands had to think and act in relation to their customers. There were three articles I wrote as a series for Mashable.com. Maybe a little long in the tooth today, I still think there are some important thoughts in there. The most important being that brands must get much more comfortable with the idea of influence rather than control.
Apologies that the first one is a bit long. I half expected it to be edited, so was a little surprised when it wasn’t!
The posts are linked to here: http://on.mash.to/dgFQra