Bridging the virtual world with the physical word is really when social media channels come to life and the magic happens. Because whoever coined the term 'social media' didn't do us any favors. It's not really media. It's more like the telephone, less like the TV.

We'll continue to see more and more brands integrate social causes, charitable components and environmental issues as underlying themes to their campaigns and messaging. Humans connect with humans after all, and brands are using this as a point of connection to engage with their audience, especially charity-minded Generation Y.

By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.

Amy Jo Martin Quotes