Below is just part of a much larger infographic (found here) that details the relationship between social media and customer service. It’s incredibly telling just how necessary social media is to this business function. In the next eight years, over 90% of companies will use it to handle customer inquiries and complaints. Which is why it is critical to use it correctly and consistently. Unfortunately 58% "of those who have tweeted about a bad experience have never received a response from the offending company". According to this graph, by 2014, this will be as harmful as ignoring phone calls and emails is today. h/t PRWeek
