As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

Working with Allegiance clients, I have discovered that the decision to implement a feedback management solution usually stems from the desire to show the company as caring and interested in the feelings of employees and customers. This is a good thing, altruistic in a way, and it always looks good when a company can say [...]