Social Media has revolutionised the way we interact and that has also changed the way we do business. Social media has enabled people to listen to, create, share, comment and exchange information in virtual communities and networks with speed. Social media has allowed access to anything and anyone from anywhere. This revolution has offered differentiation to the customers by offering an end-to-end holistic customer experience in influencing the buying decisions.

Effective use of social media has enabled businesses to improve Net Promoter Score, brand impressions and sustainability of the customer relationships, resulting in higher customer satisfaction.

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