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The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, Web, and social networks. Customers are discussing a company's products and brand in real time. Companies need to join the conversation.

The Internet has brought communities across the globe closer together through instant communication.

Even in developing markets, we're seeing the growth of digital communication is proceeding at a very rapid pace.

There are a lot of things that need to be done to improve communications.

I am interested in communicating with the world by selling to many people.

In the future, my communications with the public and with the markets will be entirely through regular and formal channels.

In my column series 'The Main Thing', I often talk about how Internet technology can improve the way people communicate - both within a business and between a business and its customers and partners.

Communication leads to community, that is, to understanding, intimacy and mutual valuing.

I am still cautiously hopeful about the potential of the Internet. But it seems that the greatest revolution in communication has been hijacked by commercial values.

Although social media is a relatively new form of communication, it has become the primary way retailers and customers are interfacing.