The massive shift businesses will make regarding Social Media

For Businesses, it's all about "customer experience". If you REALLY want to connect with a customer then start connecting customer's lives they are living Offline and connect it to their lives Online. With over 500 Million active users on Facebook and 100 Million on Twitter, it's no question people are living online.

Soon, I believe customer rep employees will be giving their customers a way to connect with them on Twitter and Facebook. Today, I take a customer phone call and at the end of the call I tell the customer they can call or email me anytime. Soon, I want to say you can call, email or connect with me on Facebook and Twitter.

What if every single employee of AAA had their own AAA Twitter account? @AAA_sdouglas.

What if every single employee of AAA had their own Fan page on Facebook? What would the company say if at the end of the week I as employee had 800 "Likes" on my employee Fan page?

I know that this may seem radical but if you open your mind to the thought and not question the "How would it be managed" and "What if something bad is said by an employee" or "I don't want to handle that wild fire of social disaster". This is about change in our culture and it's no secret that something like this is coming.