Chapter 1 of Engage talks about how the future of communication is here. Interaction with customers is crucial to the success of your product or business. Social media will help your business thrive and people will talk about your product with or without you. How you respond to that feedback will affect everything. It is a "never-ending stream of lessons." When you build connections with customers, you create a relationship with a community you have influenced. 'Engage' with your audience. They are there for you and you are there for them.
Chapter 2 recognizes the influence of Facebook and twitter as aspects of social media. The world is growing smaller and communication will affect your business. "Lead by example." Social media plays a huge part of business in today's society. The internet has given the voice for people to speak out negatively against products they are not sastified with. Listening, observing and learning are all important. People's feedback and word of mouth will be spread throughout the community. You can't control what people are going to think, but you can react to it and meet their needs.
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