June 26, 2012
Although this is a UK only study, it provides some good numbers on social media as a customer service channel.
I especially like the tips/advice/themes from interviews with both consumers and brands like BT and PepsiCo.
Via: Fishburn Hedges
Chris Wilson
As Vice President of Strategy at Publicis CRMOne and author of Fresh Peel, Chris examines why marketing strategies fail to produce expected growth. Over 20+ years, including 11 years at Oracle advising brands like Harley-Davidson, REI, and The North Face, he has helped executive teams diagnose post-purchase breakdowns. His work connects customer behavior, MarTech capabilities, and business economics to build systems that scale long-term customer value.
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