“In The Facebook Era, companies are on the hook. . .”

“In The Facebook Era, companies are on the hook to optimize for a longer-term view about customer relationships. The goal is to win customer loyalty in the form of Facebook fans, Twitter followers, and word-of-mouth instead of optimizing for click-through rates on a specific campaign. . .

The customers of today not only expect a personalized experience, but also demand opportunities to engage, collaborate, and have a say in the products and services they consume. They expect to be heard, and they expect a response. Companies have always claimed to be customer-centric (or put another way, no company would say that it is not customer-centric), but too often in the past it was just lip service.”

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“In The Facebook Era, companies are on the hook. . .”

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