Dec 202012

In the coming year, instead of viewing social media as a marketing tool, similar to ads (even targeted ads), organizations will begin to recognize that the potential for social media lies in the using the tools to build communities around products and services. The resulting communities can be invaluable in providing feedback on design and level of service issues.  Customers and prospective clients can become engaged from early design throughout the life cycle, becoming valued partners with the organization in a mutually beneficial community, focused on improving product and service satisfaction.

[Editor’s Note: This post is part of the annual “Cutter Predicts …” series.]


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