Best take on it yet!
Corporate leaders demand that management follow them. Managers demand that employees follow them. Organizations think the consumer will follow them and their offerings. The game has changed and people are following people rather than brands and institutions. To lead the game or change it you have to hear what the market is saying. Listening to your own rhetoric is not listening to the market. The ROI from social media is called listening and learning to predict based on the conversations of the market.