Top positive review
6 people found this helpful
Promise vs. Delivery - the most important concept in social business
on November 17, 2010
I've read both of David's social business books and found them very useful. You will learn a lot from his books, but you must be ready to put in the time to complete the exercises and follow up (reading additional articles, looking up experts that Dave mentions, etc).
Dave is one of few who talks about Promise vs. Delivery (marketing & operations) and the importance of holistic touch point analysis. His feedback loop for social media is right on. The information on touch points, promise vs. delivery, and social business funnel are alone worth the price of the first book.
I highly suggest reading Dave's first book, completing the exercises, and then moving on to the second book. I also recommend that you drop a copy of the second book on your Senior Marketing Manager's desk.