It has finally happened. Agency owners are accepting the reality that doing business over the Internet is something many customers actually want to do. Some are having a tough time with this transition because they’re still focused on baby boomers, rather than on “Generation Y.” The latter group has no problem with high-tech business solutions. Many of these “Millennials” don’t even have phone books, preferring to simply text-message instead of calling. So while boomers may look at the Internet as optional for doing business, for Generation Y it’s mandatory.

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