The 2nd Generation of Social is Here | Social Media Today

In the second generation of social, companies are beginning to understand that they need to go beyond building audiences and merely responding to customers with canned responses. They must leverage the insights they’ve gained into their fans and followers in order to proactively build relationships with them wherever they are (social networks, mobile, company websites, and in search) about the things they care about throughout every stage of the customer lifecycle—from answering pre-sales questions and providing relevant information, to assisting with post-sales set-up and support, to activating brand advocates, and connecting customers to prospects.

via The 2nd Generation of Social is Here | Social Media Today.