Friday, I hit a local superstore while prepping for my daughters sleepover. All around the store were “Black Friday Only” deals, signed and shouted loudly in hopes of someone grabbing them feverishly.
Employees were all around, focused on tidying shelves and restocking. But they weren’t talking with people, answering questions or helping close the sale.
Everywhere I looked, there were customers browsing the deals. In their hands they held smartphones tightly, checking prices from the competition and finding other deals as they strolled.
Social media has moved well beyond the status update. Businesses everywhere have embraced Facebook, Twitter and Instagram to promote their goods and deepen their engagement with their customers. Even as the channels change and reach has been reduced for brands, businesses continue to push their messages through their social presence.