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Study: Customers expect companies to have role in social media

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Boston—A new study by strategy and communications agency Cone has found social media to be a means of interaction highly preferred by customers.

The “2008 Cone Business in Social Media Study” found that 60% of U.S. respondents interact with companies on social media Web sites and that 93% believe a company should have a presence in social media.

Another striking finding: While one-third of younger customers (ages 18*34) believe companies should actively market to them via social networks, the same is true of the wealthiest households (household income greater than$75,000).

Cone surveyed 1,092 adults online in mid-September for the study.

—Christopher Hosford

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