Social media is all anyone seems to talk about lately. Many people see social media as a fad, or just a venue for people to vent. Other people view the open-ended comments found on social media sites as the “future” of customer feedback.
The reality of social media is that it is changing how we talk about experiences. It used to be that we would give “real-time” feedback by sharing stories about what we remembered. As technology advanced, the gap between when something happened and when we could tell our friends began to close. Social media now allows us to talk about what is happening at this very moment… in real time.