“People have always done business with people they know, like, and trust. That’s the essence of “relationship marketing.” But now, the popularity of online social networking has shifted our methods of connecting with consumers, stakeholders, and potential partners. And businesses that master both new and traditional ways of nurturing customer relationships are winning the largest slice of market share”

This is a great read for any small business owner wondering how to implement what they do well (customer service) on to what they lack (online social presence).