The document discusses best practices for consumer-brand social media and provides three case studies as examples. It recommends following a five phase methodology for social media strategy that assesses needs, develops data collection and strategy, provides feedback, implements tactics, and re-evaluates over 12-24 months. All data and tools should align between analytics and customer relationship management. The three case studies show successful social media implementations for a visitors bureau, tea company, and book publisher that increased engagement, sales, and author feedback.

11. Book, Management Consulting www.adammetz.com