Whether customers are loyal, discount shoppers or impulse buyers, social media and mobile apps can help keep them satisfied, writes Tony Young. E-mail, blogs, websites and mobile apps keep customers in touch around the clock and foster ongoing dialogue. But, don't neglect customers 65 and older who may not be socially connected. "These are the types of consumers who are more than likely to pick up the phone and call a business to ask a question rather than source information from elsewhere," Young notes.

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