Social Business Future Gazing for 2016

SOCIAL BUSINESS FUTURE GAZING ��A series of articles discussing the impact of social �technologies on large organisations in 2016.��DECEMBER 2015 image:unsplash.com/juskteez

Introducing Social Business Future Gazing

Over the last couple of months we’ve been doing a li>le social business future gazing. We’ve been blogging aboutchangesintheworldofsocialmediaandhowthey’llimpactthesetupoflargeorganisaAonsin2016.The six arAcles are packaged up here, and aimed at digital, brand and socialmediamanagers. They’re based on ourexperienceofsiIngintheclient’sseat,behindtheagencydesk,andnowbeingindependentofboth.Wetalkaboutsocialbusinessratherthansocialmedia, toemphasisthepointthatsocialtechnologiesare increasinglyimpacAngthepeopleandprocessesattheheartoforganisaAons.Weexploredarangeoftopics,seIngthecontextand(wehope!)offeringsomeusefulinsightsandideas:

We’dlovetohearwhatyouthink…

FindallthearAclesatslpconsul:ng.co.uk/blog

SocialMediaComesHome.

AWholeNewKindofPlanning.

RiseoftheSocialCustomerCareRockStar.

WhatSocialMediaMarketerscanLearnfromLocalRadio.

PickingaNewSocialMediaTool?PackageHolidayorIndependentTraveller?

TimetoRevisitRepor:ng?

Social Media Comes Home

Inthefirstar:clewelookedathowtheclient-agencymodelformanagingsocialmediawillchangeintheyearahead.Tosetthescene,let’sconsiderthreeareasofnotabledevelopmentinthelastyearortwo.Firstoff,theinternalinterestinsocialmediahasconAnuedtoaccelerate.AstheHarvardBusinessReviewandMarke1ngWeek point towards, senior marketers, chief experience officers and even CEOs are dedicaAng increased Ame andinvestment to socialmedia, as it steadily climbs thebusinessagenda.Pluswe’ve seenmostmajorbrandsbring socialmediacustomerservicein-house,integraAngitintotheirwidercustomerserviceoperaAon.Finally, we’re now actually seeing the uptake of internal collaboraAon tools (like Slack and Yammer) in largeorganisaAons, as cloud-based services gain momentum and are increasingly considered business-as-usual. They’rehelping teamswhoworkonacAviAes requiring lotsof collaboraAon…conveniently like those involved in socialmediamarkeAng.

Let’salsoconsidertheincreasingmaturityofsocialmediatechnologiesandplaZorms.Ofcoursewe’renotignoringthattheestablishednetworksconAnuetoaddfeaturesapace,orthatnewnetworksconAnuetopop-up(leavingbrandsponderingwhethertobeearlyadoptersorwait-and-see).However,ifwestripthingsbacktothefundamentalfuncAonsof themajor social networks, we’re seeing greater stability and usability. Social media(paid)adverAsingisaclearexample,astheprocessto“promote”contenthassimplifiedandbeenfurtherintegratedintomass-marketsocialmediamanagementtools.This is enablingmarketers and customer service teams inparAcular, todevelop robust,repeatable processes they can track over Ame. And of course big businesses love this:order,process,planning…inanutshell,morepredictability.

Social Media Comes Home

So, we have greater visibility amongst senior stakeholders, more repeatable processes and streamlined internalcommunica:on.Thefuture’sbright!Butwhatoftheimpact?WebelievetheproporAonofsocialmediaacAvitymanagedin-housewillsignificantlyincrease–ifnotbytheendof2016thenshortlyaberwards.Threefactorswilldrivethis…① More of the “heavy libing” roles will flip in-house, as standardised processes increase. This will be assisted by

anaturalincreaseinthepoolofemployeeswithexperienceofworkingwithsocialtechnologies.Acolleague’sabilitytoworkonacAviAesthatplayoutacrosssocialmediawillfastbecomeanassumedpartofbrand,markeAngand/orcustomerexperiencejobdescripAons.

②  ThesophisAcaAonofhardwareintheclient’shandandthenatureofplaZormslikePeriscopewillconAnuetomakeiteasier foranyone tocreatecontent. Itwillbeof sufficientquality,butmore importantlycapture themomentandbenefitfrombeingAmely.

③  Finally let’sconsider theever-growingneed forcontentcreatorsanddistributorstocollaborateclosely.Thisisbynomeansanewconcept,buttheimpactonclient-agencyteamstructureswillincrease.Jointagencyteamsarecommonthesedays,soweseethelogicalstepofagencyindividualssiIngclient-sideinanimplanted,advisorytyperole.

Whileexternal supportwill remainkey, the increased levelof internal focusandmaturing of technologies will lead to the agency’s “role and responsibiliAes”lookingalotdifferentin2016.

A Whole New Kind of Planning

Thesecondar:cle in theseriesconsidered the impactof real-:meplaNorms (likePeriscope)on thewaybusinessesplantheircontentcrea:on.WhenitcomestoexecuAnganice,neatplan,socialmediareallysucks.Butholdonto that thought foramomentand let’s consider theplanningprocess for televisionadverAsing.Developaconcept, get buy-in, shoot the footage, edit and get final sign-off. That takes a lot of work, not to menAon co-ordinaAngwhenandwhereitshouldair.However,therewillalwaysbeadeadlinetodeliverthefinal“rushes”,andforthecampaigntogo-live.Aberthat,unlessthingsgoreallywrongandyouhavetotakeitoffair(!) it’smoreorlessjob-done(excusetheslightover-simplificaAon).ItmaynotbecompletelystraighZorward,butbrandscanplanfromAtoB,fromconcepttogo-live.Andeveryonelovesaplan.Unfortunately in many cases the same approach is applied to content published on social networks. A concept isdeveloped,tweetsarereadied,catGIFsareperfectedandthecontentisscheduledforpre-definedAmes.Therearetwomainchallengeswiththis:

q  The world changes and content can quickly become out-dated (or reallyinappropriate),asperanunfortunatesign-offtweetfromTescoamidstthehorse-meatscandal.

q  The two-way nature of social media provides an instant litmus test of publicopinion,which is tough to ignore… say you’ve createdawhole seriesof tweetswithdogs,butno-oneseemstocareaboutthefirstoneyoupublish.Buteveryoneravesabouttheonetweetyoudidaboutacat…but there’snomorebudget tocreatemoretweetsaboutcats.DoyoukeepposAngaboutdogs,orGoogle“catGIFs”?


Brands are becoming aware that they need to be more nimble in how they publish content on social media. Thebenchmarkisrisingandin2016thiswillacceleratefurther:Ok,noteveryone isgoingtobestreamingcontent24/7,buttheneedtorethinktheplanningprocess isveryreal.Thecruxofthema>ercomesdowntoplanningthecreaAonofcontent.WeseetheimplicaAonsbeing:q  TheproporAonofcontentcreated“pre-campaign”willdropsignificantly,perhapsas lowas20%.Foragenciesand

social media managers the majority of what they develop will be during the campaign itself, influenced by theaudience’s reacAon and breaking events. There will be an increase in the number (but reducAon in duraAon) ofmeeAngsbetweenteamstomakethisallhappen.

q  ThelikesofWhatsAppGroupsbecomingstandardtoolsforquickcollaboraAon.q  Brandswho look to test thewaterwith livebroadcastswillfindthemselvesneeding tocreatenewtypesof“issue

scenario”andconAngencyplan.Neverworkwithchildrenoranimals,right?

q  Audience demand: with social networks awash with content,brandsmustproduceevermoreexclusivesnippetstoengagetheiraudiences. Burberry, for example, posted live updates (viaSnapchat) of the finishing touches to their 2015 London FashioncollecAon.

q  Technology: plaZorms like Periscope are reducing the lead-AmefromcreaAngcontenttopublishingit…tozero.

SowhataretheimplicaAonsforhowbusinessesorganisethemselvesinthefuture?


q  AcAvity plans will need to be more carefully shared with supporAng teams. Let’s say a Snapchat storyperforms fantasAcally well, and customer support gets inundated with product requests and demos… were theyprepared?

Going the whole hog and not actually producing *any* content ahead of Ame is both impracAcal and unnecessary.However,thosebrandswhichgettherightmix,organisethemselvesefficientlyandembracetheopportunitywillstealamarch.

Rise of the Social Customer Care Rock Star

Social technologieshavearguablyhadmore impactoncustomerservicethananyotherbusiness func:on.Wethink2016willbetheyearthoseworkingonthefront-linearen’tjustseenasvaluableemployees,butbusinessrockstars…So,thetechnologyandtheprocessesarelookinggood…butwhataboutthepeople.In large organisaAons a key challenge is to both understand the “voice of the customer” and act onwhat’s revealed.Customer insights teams areoben chargeddirectly byCMOsandCEOs to cut through thenoise and get a handleonwhat’sbeingsaid“ontheshop-floor”.Now, ifonlytherewasateamwiththeirfingeronthepulseofwhatcustomerswerefeeling–notgatheringaweeklyview,butunderstandinghowthingswerechanginginreal-Ame.AteamwhoknewhowcustomersrespondedtodifferenttypesofadverAsing,promoAons,productlaunchesandthelike.

Delivering customer care via the likes ofFacebook and parAcularlyTwi@erhas becomea standard, “hygiene factor” formost businesses. In fact thepercentage of people using Twi>er for customer service queries grew byalmost70%between2013and2014,theHarvardBusinessReviewreports*.Fortunatelyforcustomerserviceteams,they’vebeenhelpedbytherateatwhich social media management technologies have developed recently.While these tools have been around for years, they’re now much morestable,intuiAveandmostimportantlydesignedwithcontactcentresinmind(not just markeAng-focused community managers). This has enabledbusinesses toconfidentlyscaleuptheirprovisionofsocialmediacarewithrobustprocesses,governanceandanalyAcs.Lovely.

*Source:xxxxxx


Hangon…whataboutateamofsocialmediacustomerserviceagents!Ofcourseusingsocialmediatodeliverinsightstothebossisnothingnew.In2012O2’sCEO,RonanDunne,wasfamouslycitedforregularlyusingsocialmediato“walkthefloors” and get a sense of what was being said. But how many brands consult the customer service team whendevelopingtheirnextadverAsingcampaign?OverashortperiodofAmethishasledtothehumble“customerserviceagent”beingexpectedtowearmulAplehatsanddemonstrateahugearrayofskills,notably:q  Crea:vity:understandandreflectpopularculture,beawareofwhat’shappeningacrossthebusiness;q  Empathy:reallyunderstandthecustomer’sissuetoconfidentlyhaveanon-scriptedconversaAonwiththeminpublic;q  Funny: disperse an awkward situaAon, or help generate brand warmth with a well structured, appropriate and

amusingreply;q  Priori:se:quicklyidenAfywhenasocialmediamenAonhasthepotenAaltogonuclear(maybethecustomerishighly

influenAalonlineorthesubjectma>erisparAcularlysensiAve);q  AXen:ontodetail:everyhashtagandURLisinthepublicdomainforanyonetothrowstonesat;q  GeZngthingsdonearoundhere:whointhebusinesscanhelpansweracustomerqueryinaAmelymanner.

Providinginsightsisn’ttheonlychangethatsocialmediahasbroughtaboutforcustomerserviceteams.Asagentsengage in a public dialoguewith consumers, everythingthey sayhasapotenAalmarkeAng impact, and in somecases a real opportunity to drive sales. (I find thisfascinaAng– it’swhatgotmeexcitedaboutwholeareaofsocialmediainthefirstplace).


That’salotofskills,andrequiresagentstocombineexplicittrainingonusingmanagementtoolsandinternalpoliciesbutalso,crucially,onthejobexperience.Everydayinvolvestoughjudgementcalls,whichdrawontacitknowledgethatcan’tbeneatlypackagedup intoamanual. Agentswillhopefullybuildupa rapportwithcustomers - formanybusinesses(parAcularlythosewhichareonline-only)theymaybetheonlyemployeeswhosenamethecustomerknows.Thenatureof socialmedia, and themyriadqueries that consumers submit, alsomeans that service agentsdevelopadeepunderstandingofboththebusinessandthewidersectorinwhichtheywork.AstheroleofdifferenAaAonthroughcustomerservicegrowsinmanyindustries,sotheimportanceoftheseagentswillconAnuetorise.They’renotthekindofpeopleyouwantwalkingoutofthedoor.EspeciallytoacompeAtor.

AndthatmeansorganisaAonsmustrecognisetheamazingroletheseagentsplay and take acAon accordingly. Social customer care agent should be apriority in terms of training, remuneraAon, career progression andrecogniAon.Thefinalpoint isparAcularly important,especiallywhen thingsare (apparently) Acking along nicely. Howoben has an agent headed off asocialmediafirestorm,butitwasneveracknowledged?Nextyearthesocialcustomerserviceagent’svaluewillbegreaterthaneverbeforeandtheiruniqueposiAoninthebusinessshouldmakethemabsoluterockstars.AsmoreorganisaAonsrecognisethis,theonesthatdon’tmayfindtheirstarslookingtosigntoadifferentlabel.

What Social Media Marketers can Learn from Local Radio

q  Facebook:withusersswampedbyupdatesontheirAmelinesandaneedto increase adverAsing revenues, Facebook introduced its publishingalgorithm.LimiAnghowmuchofabrand’sfan-baseseepostsorganicallyintheirnewsfeed(toasli>leas2%)meansthatpaidadverAsing(eventoreach exisAng fans) is a mandatory ingredient of being acAve on thenetworkin2015.

q  Instagram: it currently remains algorithm free, but sponsored (paid-for)postsarestarAngtobeshowninpeople’snewsfeeds.Ipersonallyseenomorethantwoadsperday,soitdoesn’tfeeltoointrusive(althoughtheirqualityandtargeAngcansomeAmesleaveali>letobedesired).

Thefourthpost intheseriesconsideredasimpleques:on–howo]enshouldwepostonsocialmedia?(aques:onthat returns267millionGoogle results in fact).We lookedathowbrandsmustdomore in2016 to reflect thewayconsumersusesocialnetworks….andwhattheycanlearnfromlocalradio.Before we go all Alan Partridge, let’s summarise the current situaAon around content on social media. As “contentmarkeAng”grows inpopularity,we’re seeingmorebrandspublishingmorecontentonline,with socialnetworksakeymeansofsharingit.Inparallel,themajorsocialnetworkshavebeenbusilycreaAngnewformatsandfeaturestofurtherencouragebrandstodomorewiththem.Videoauto-playisagoodexample–encouragingbrandstoopAmisevideoforeachsocialnetworkratherthanjustlinkingouttoYouTube.TheresulthasseenFacebook,InstagramandTwi@erserveupquitedifferentuserexperiences:

What social media marketers can learn from local radio

q  TwiXer:thisone’strickier.Thevolumeoftweetsandlackof(Facebook-like)algorithmmakeithardforbrandstobeconfident that their tweetwillorganically reach its intendedaudience. Idrop intoaTwi@era fewAmesadayandtypically scroll back through 30-40 minutes worth of tweets. Features such as Lists, the recently announcedMomentsandWhileYouWereAwayhavebeenrolledouttotryandcrackthisproblem.Forbrands,againtheother(increasinglyimportant)opAonistomakeuseofTwi@er’smanypaid-forpromoAonalopAons.

ThesesocialnetworknuancesshouldbeamajorconsideraAonforbrandswhenplanningthedistribuAonoftheircontent.However,whenIlookatthewaymanybrandscreatetheirsocialcontentschedules,therealityofhowconsumers [email protected],there’susuallyaslighttwistforeachbulleAn,perhapsusingadifferentquote.Thisenablesthepeoplewhodipinandouttohaveagoodchanceofcatchingthestory,andthoselisteningalldaytogetaslightlydifferentperspecAveeachAme(andnotgettoobored).

Most brands publish more frequently on Twi@er than Facebook orInstagram. However, in pracAce this oben sAll only means 4 or 5tweetsperday(Ibasethisonmyexperienceoverthelast12monthsof reviewing and assessing tens of branded Twi@er accounts). Thetrouble is,even if thesebrave,youngtweetsarepublishedwhenthepotenAal audience ismost acAve online, the chances of them beingseenisshrinking.Thosepoortweets.ForinspiraAon,instepthehumblelocalradiostaAon.Ifyoulistentolocalradio(oranystaAonforthatma>er)forawholeday,you’llhearthesamenewsstoriesfeaturedeveryhour.

What social media marketers can learn from local radio

ThisapproachisbecomingincreasinglycommonpracAceformajorpublishersonTwi@er,suchasMarke1ngMagazine.Head to theUKaccount, scroll down to see the last24hoursworthof tweets andnotehow the content repeats. I’dpersonallyliketoseeabitmorevariaAonineachtweet,tokeepitfreshforreaders,butyougettheidea.Theotherbenefitsofanincreasedfrequencyof(similar)tweetsare:q  ItprovidesanopportunitytotailortweetstotheAmethey’rebeingpublishedtomakeitfeelmoreauthenAc.q  It provides a perfect opportunity to do some A:B tesAng analysis on different images and copy, to inform future

content.In2016brandswillneedtoputtheirapproachtocontentdistribuAonunderanevenbiggermicroscope.Theimportanceofusingtargetedpaidmedia(forallplaZormsdiscussedinthispost)andbalancingfrequencywithoriginality(Instagram,Twi@er)willonlyincrease.Andwehaven’teventouchedonthewholedifferentke>lethatisSnapchat…

Picking a new social media tool? Package Holiday or Independent Traveller?

Thepenul:matear:clelookedatthechanginglandscapeofsocialmediamanagementtools(SMMTs).Whatarethedecisionsandchallengesforsocialmediamanagerstonavigate,andwhywilltheybeamplifiedin2016?Thela>eriseasiertomanageandasafechoice,butyoucanendupbeinglockedintoopAonsyoudon’treallywantorneed.Goindependentandyouhaveflexibility,butmoresupplierstomanage.Howeverthere’sa thirdway,assingle-focusvendorsconAnuetospecialise intheirareaofexperAse,butpartnerwithother vendors. So conAnuing the holiday analogy… rather than the food being all inclusive in your hotel, you get adiscountcardtovisitlocalrestaurants-givingyoufreedom,butsAllabenefitofbookingwiththathotel.

ThejourneyofSMMTsoverthelastdecadehasbeen,let’ssay,ahecAcone.Asthemajorsocialnetworkshavegrown,hundredsoftoolshavebeendevelopedtohelpenterprisesmanagea rangeof tasks suchaspublishingcontent,paying toamplify thatcontentand listening to theaudience.Sometoolshaveflourished,othershavedisappeared.Someweresnappedupbybiggerfishandsomeremainindependent.For social media managers this has meant a moving feast of opAons,configuraAons and contract negoAaAons. However, the biggest dilemma hasobenbeenwhethertoselectatoolthatsupportsallthetasksrequired,orplumpformulAple“single-focus”tools.Ithinkthechallengeisnotunlikeholidaymakersdecidingwhethertoorganisethedifferentaspectsoftheirtripindependently,orselecAnganallinclusivepackage!


Anyway…back to thechallenges facedby those responsible for selecAngSMMTs,and thegrowing levelofcomplexitytheyfacefrominsidetheirorganisaAon.q  Asmoreteamsacrossthebusinessusesocialmedia(customerinsights,newproductdevelopment,profitprotecAon

etc),owningandmanagingtheSMMTvendorrelaAonshipisamuchwiderresponsibility.q  Asthebusinesswantstodomorewithsocialmedia,toolsbecomemoresophisAcatedandexpensive–makingthe

procurementprocessmorecomplex.q  RelaAonshipswith SMMT vendors are becoming increasingly strategic, obenwith extended contracts/subscripAon

periods…whichmeansbrandsarelockedintothedecisionstheymakeforlonger.That’stheenvironment,decisionsandchallengessocialmediamanagersarefacing,butwhywill2016besosignificant?Here’swhy:

①  IntegraAngdatafromsocialmediawithexisAngcustomerdata(akasocialCRM)will become increasingly important for brands looking to enhancehowtheytargetaudiences(andwhatwith).In2016thiswillbecomeafarmorecommonacAvity.

② As organisaAons become more engaged in the opportunity of socialmedia, awider range of networkswill be recognised as having strategicbenefit. Are the likes of Instagram, Facebook Messenger and WeChatincludedonyourvendor’s2016developmentroadmap?

③  The li>le-talked-about launchofFacebookTopicData isopeningupvastswathesofFacebookdataforanalysisforthefirstAme.Doesyourvendorhaveaccess,andifsohowwilltheyofferupthisservice?


In conclusion, selecAng SMMTs remains a case of “horses for courses”, with certain vendors and configuraAons bestsuited forcertainbusinesses.ThetrickwillconAnuetobeselecAngavendorwhichcanbalancetheneedsof thecoresocialteam(publishing,listeningandrespondingetc)withthegrowinginterestsanddemandsofthewiderorganisaAon–suchasdeliveringsupportviaFacebookMessengerorbuildingadeepersocialCRMcapability.

Time to revisit reporting?

Tofinishupwe lookedathow the changingnatureofmajor socialnetworkswill require socialmediamanagers toreassesshowtheymeasureac:vityin2016.MeasurementisoneofthemosttalkedaboutaspectsofsocialmediainlargeorganisaAons.Aswehurtletowards2016,mostbrandshavemovedbeyondmeasuring“likes”and“followers”,andinsteadlookatmetricssuchasengagementrateandreferrals.“Clickthroughrates”havebecomeatangiblemeasurethatthewiderorganisaAoncancomparewithotheronlinemarkeAngacAvity.However,asitlikestodo,thesocialmediaanimalissArringandseeinganewtypeofbehaviour…thatofusersremainingwithintheconfinesofthesocialnetworkratherthanclickingouttoothersites.Thereareanumberofreasonsforthis;

①  The social networks are introducing more features to encourage it. ConsiderFacebook’s “Instant ArAcles” and Twi>er’s “Moments” to cover news andcurrentevents.Buybu>onsonFacebook,Twi>erandPinterestsoyoucanshopwithout leaving*, and Facebook’s “Businesses on Messenger” for all of yourcustomerserviceinteracAonsinasingleplace.

②  Fallinga>enAonspanscanmakethe ideaofclickingbeyondtheheadlineofatweetorposttoomuchforsome.

③  Such is therangeofcontentavailableonthesocialnetworks,audiencesimplydon’t’needtogoelsewheretogetwhattheywant.

*Sidenote: Iwouldn'tmindholdinga share in Shopifyat themoment,given theirposi1onasthecommerceplaQormunpinningmuchofthisin-plaQormcommerce!

Time to revisit reporting?

This obviously asks quesAons about howmuch effort brands should spend in encouraging people to click from socialnetworkstotheirownwebsites:q  DoweconAnuetodesigncontentthatrequiresuserstoclickawayfromsocialnetworks?q  Doweremoveclick-throughratesasakeyperformancemetric?q  Shouldourmetricschange?Isitjustaboutengagement,orcanwesAllassesssomesortofdwellAmeonthesocial

network(InstantArAcleswillallowGoogleAnalyAcsintegraAonforexample).q  Dowe just scalebackpublishingonourwebsite andmove it to a social network (famously likeNescafe’s shib to

Tumblr).

I think there’s probably away to go before it becomes such a black andwhite decision of “social network” or “ownwebsite”. ItwillconAnuetoremainacaseofassessingtheaudienceandnatureofthecontent,andadopAngtherightbalance.However,Idothinkitwillfurtherpolarisethewaymanybrandsaremanagingsocialpublishing,focusingon:q  Contenttodrivebrandawareness&warmth.q  Contentthat’shighlytargetedandseenmuchmoreliketradiAonal“directresponse”.q  The formerwill be playedoutmore andmorewithin the social networks,with the emphasis (as it shouldbe) on

actuallygeIngpeopletotalkfavourablyaboutbrandswiththeirfriendsandfamilies.Thela>erwillconAnuetobestreamlinedandopAmised,butnot(wehope)attheexpenseofcreaAvityandconsistency.

Of coursewhat hasn’t (andwon’t) change are the threemost important aspects of every socialmediameasurementacAvity:context,context,context.

In conclusion

Clearly2016willbeanotheryearofrapiddevelopmentandchangeintheindustry,bringingwith itnewchallengesforthoseteamsresponsibleformanagingsocialmedia.It strikes me that the major trend will be that of social media becoming more ingrained across more teams anddepartments. The social media team’s role will steadily move away from being responsible for every “social mediaacAvity”acrossthebusiness,andinsteadfocusmoreonhelpingorganisetherestofthebusinesstodoitthemselves.We’rea longwayfromaworldwhereeveryoneusessocialtechnologiesatworkeveryday,asama>erofcourse,butcould2016betheyearwelookbackonandsay,“itstartedthen”?We’dlovetohearyourthoughts,opinionsorquesAons,sopleasegetintouch:Email: [email protected]: @simonlpLinkedIn: uk.linkedin.com/in/simonlpAndifyou’dliketoreadmorearAcleslikethese,whynotsubscribetoourblogatwww.slpconsul:ng.co.uk/blog

Social Business Future Gazing for 2016

Social Media

Transcript of Social Business Future Gazing for 2016