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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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