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Twitter, Facebook Help Retailers Listen To Their Customers, Boost Store Sales

September 1, 2009: 03:47 AM EST
Online retail sales still represent only a small proportion of retail sales but retailers would be making a big mistake if they don't make full use of the Internet, especially consumer-generated media (CGM) such as online social meeting places where consumers spend a lot of time exchanging opinions and information about products. CGM sites like Twitter and Facebook are good places to engage and respond to customers, nurture brand credibility, improve customer service, and draw people into stores. In a piece geared to helping retailers tap social media, Nielsen stresses the need to time with customers online, to listen and engage them through encouraging conversations.
Maya Swedowsky, "A Social Media 'How To' for Retailers", The Nielsen Company, September 01, 2009, © The Nielsen Company
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