92% of respondents reported that a positive recommendation from a friend,family member, or someone they trust is the biggest influence on whether they buy a product or service.

Today’s businesses can’t just use social media; they have to become social businesses, inside and out and from top to bottom. Ultimately, that is the goal of this book: to harness the power of being a social business to become the most highly recommended organization in your industry/category/niche.

The No. 1 most credible source of [online] recommendations is YouTube,” Rand says. “But a friend liking a brand page and sharing that is now considered the second-most prominent form of recommendation, and third is online brand reviews.