Magazine Article
Social Media's Impact On Customer Engagement
December 21, 2011
By Steve Rowen, RSR Research
In 2011, virtually any conversation between two informed parties about the evolving retail consumer invariably becomes a quick-draw competition to the words "social media." This is driven entirely by consumers' rapid and insatiable willingness to use seemingly impersonal electronic devices to engage with one another in the most personal of ways. Simple product choices and intimate, complex life decisions alike are being made in the blue-faced tint of LED/LCD screens all over the world, with input from trusted advisors and complete strangers — all of them virtually — and on devices ranging in size from massive, networked screens once used for singledirection entertainment (television) to the tiny, wireless, mobile computers (smartphones) that go everywhere we do.
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