Now that social media dominates communication, it should come as no surprise that 80% of companies are planning to incorporate social media into their customer service strategies in 2013.  Social media isn’t the preferred method of customer service yet, but it’s certainly the fastest growing.  Customers’ vocal and visible complaints online mean they have more power than ever – and high expectations to match.  Therefore, companies that plan to succeed must become more responsive.

Power To The People: Customers Are Using Social Media To Make Themselves Heard

Source: Infosys