If you want to know how your employees would feel about using collaborative tools…ask them.
If you want to know if your employees will support an initiative to engage with customers via social media…ask them.
If you want to know how employees are using social media at work…ask them.
If you want to know what your customers want from you on social media…ask them.
If you want to know what features your customers would find useful on a community platform…ask them.
It’s amazing how sometimes we forget to do the basic things like ask our customers and employees for feedback, opinions and ideas. We don’t need to assume what our customers and employees want and expect, we can and should ask them and foster an open dialogue. We can rely on experts, analysts, and consultants for ideas and advice and it’s great to have their perspectives and insights but let’s not forget to talk to the actual people that are going to be impacted by the business decisions we make.
(Cross-posted @ Social Business Advisor: Social CRM and Enterprise 2.0)