Permission is the enemy of speed

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Jay Baer, on his Convince & Convert blog, argues that when reaching out to social media contacts, “speed wins.” The companies that engage customers on Twitter and Facebook within minutes are asserting the primacy of the customer, he says. No controversy there. But he also asserts that the way to make this happen is to staff the social media front lines with people who have the experience and judgment to minimize response delay. Forget about hiring the youthful, cheap social adepts, who waste time seeking permission from higher-ups, or scramble to find the right answer. It's passion wedded with maturity and knowledge that counts, Baer argues.
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