Gary Vaynerchuk has written an excellent book ‘The Thank You Economy’ on how social media is affecting business operations. Some of his points are relevant to customer satisfaction and the psychology of gaining and keeping customers. Seven tips are covered including one on how social media can be used as a no charge, always available focus group.

Gary Vaynerchuk has written an excellent book called ‘The Thank You Economy’ where he talks about the value of organizations engaging in social media in today’s environment. As I read over his book, he has some important customer satisfaction messages as well. He talks about the ‘way it was’, how the age of the automobile changed everything, the customer service center problem, the internet further isolating customers and finally how consumers have revolted and using social media, have taken back power from business.

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