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In spite of the reports suggesting social media is the way to connect with and service customers, it just may not be true.

Hotelmarketing.com reports that 62% of customers are looking for more support through social media.

But brand reputation and promotions still top the list of how companies use social media.

Econsultancy reported  a while back that the retail industry has the highest percent (45%) of customers using social media as  their "voice,"  and contacting (and getting) support throu

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You can’t blame travel suppliers and companies for their myopia.  For all too many years they’ve had a Pavlovian response to their brands: promote them, and get around to  taking care of customers later.

Or maybe never.

In spite of all the brouhaha that suggested social media was the way of connecting with and servicing customers, the facts seem to speak differently, according to Hotelmarketing.com.

They report that 62% of customers are looking for more support through social media. But, bran

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9008679452?profile=original

There’s no doubt marketers and brand managers are spending lots of human and real capital to leverage the power of Social Sites, especially Facebook and Twitter. But does it do them any good? Meaning, do consumers promote brands via Social Media regardless of how hard those brands try to get in front of consumers?

eMarketer says very clearly that 57.8 % of US Facebook users had not mentioned a brand in their status updates as of October 2011.

Hotelmarketing.com reports the same figures in its

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