From a new study, on the state of social customer service:

It is clear: Social media hit the business world like a tornado, and the survey tells us that there aren’t many businesses out there that aren’t experimenting with some form of social engagement with their customers. Some view it as a great new opportunity to drive satisfaction, loyalty, and differentiation -

if they get this right, not only will customers continue to buy from them, they’ll become advocates for their brand. And yet, unlike engagement offered via more traditional channels, there’s much about social channels that lacks structure, integration and synergy with the broader customer engagement. The traditional communication channels still matter, and companies that crack how to balance the two will set the service standards of today and tomorrow. “

Source: Sword Ciboodle