Tag Archives: Gartner

The End of Communication As We Know It – part I

Gartner says that in about 5 years, social networking services will replace email as the primary channel for interpersonal communications for 20% of business users.

Well, this has happened across many businesses and brands already. In fact, several large brands already use social networks to communicate with their customers, prospects and partners.

Think Air Canada’s new twist on customer service, Dunkin Donuts taking complaints and Dell computers giving out deals through Twitter. Not to mention the massive number of business and product pages on Facebook and the benefits that brands associate with being a fan of those pages. Theres a lot of communication happening through those. And more importantly, it is a two-way conversation, not just one-way communication like in email.
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