What is Social Media?

Is it Facebook, blogs, Twitter? Or is it more about the new communication platforms? Or about real-time? Or ‘digital media’? Customers today are increasingly doing their own research on the Internet as their first step and letting the “review” of products and services by others shape their buying decisions. So why not be involved in the consumer purchase decision process? Consumer reviews can offer a deeper understanding of brands- so let people comment and review- it also opens up for innovation and improvement from a customer’s perspective. It allows brands to be a part of consumer’s lives, which has never been possible before.