Companies successfully practicing ‘Voice of the Customer 3.0’ have added social media to their research toolbox and have made listening a regular practice. While many companies have launched social media efforts, they are failing to demonstrate where it fits and how it generates positive ROI. In this report, Blueocean Market Intelligence provides a roadmap to help you build a listening framework. You will also find two concrete examples of how social media can be put into action to improve products and services and deliver measureable business impact.