Sage highlights Jennifer Laycock's article "How Social Media (Didn't) Change Business," in which she uses her grandfather as an example of what business is really all about, and that's PEOPLE. Jennifer's grandfather was an insurance agent who delayed his retirement for a year to personally take care of all his clients' claims after a major tornado struck the area. With the social media bandwagon riding full these days, Sage points out that even with new technology, the importance of the person, of the customer as an individual, always rises to the top. He sites the power of user-generated reviews, reinforcing that people trust people, not corporations.
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