CONTENTS

Foreword: Hyper-Social Revolutions and Revelations

Acknowledgments

Introduction: Your Customers and Employees Are Hyper-Social. Is Your Business?

Part 1 Resist the Hyper-Social Shift at Your Peril

one How Did We Get Here? How Social Media Drives Hyper-Sociality and Why Businesses Must Change

two The Human 1.0 in a Web 2.0 World

three The Impact of Hyper-Sociality on Your Business

four The True Drivers of a Successful Community

Part 2 The Four Pillars of Hyper-Sociality

five Forget Market Segments and Consumers—Think Tribes and Humans

six Forget Company-Centricity—Think Human-Centricity

seven Forget Information Channels—Think Knowledge Networks

eight Forget Hierarchies—Embrace Social Messiness at the SEAMS

Part 3 Practically Speaking: Your Business through the Hyper-Social Lens

nine How Hyper-Social Is Your Company? Measuring the Hyper-Sociality Index

ten Old Management Thinking Won’t Work in the Hyper-Social Organization

eleven Hyper-Social Organizations Use Different Metrics

twelve Hyper-Social Businesses Need Different Talent

thirteen The Seven Myths of Hyper-Social Organizations

Part 4 Hyper-Sociality Is Not Just about Marketing: Your New Hyper-Social Organization Chart

fourteen Marketing 2.0 and the Rise of the CMO 2.0

fifteen Customer Experience 2.0

sixteen Sales 2.0

seventeen Product Development 2.0 and Innovation 2.0

eighteen Talent 2.0

nineteen Knowledge Management 2.0

twenty Business 2.0 and Leadership 2.0

Epilogue: Your Hyper-Social Future

Endnotes

Index