Questions to Consider

• What is your typical customer's purchase journey? Has the prevalence of social media introduced other paths that warrant attention?
• Given what you know about channel pathways, what may need to be reset in your company's game plan?
• How else can social media improve your customers' experience?
• How integrated are your traditional and social channels?
• How much paid media do you need? What is working?
• Does integration of your marketing department make sense?
• Can you envision a Customer Engagement Department in your company? Why or why not?