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
Escaping the Algorithmic Middle: Why Zombie Brands Is the Survival Guide We Need
As AI herds marketing toward an undifferentiated middle, brands must reclaim creative courage to avoid becoming invisible, homogenized zombies.
