Mid-week read, some fantastic social media stats in here.

Teleperformance UK

In my last blog I explored the increasing importance of the customer experience, particularly because customers are now also publishers – they can easily tell their friends how good or bad your service is at the push of a button.

Consumers have really become the driving force behind the adoption of social tools in the enterprise, changing many departments within companies to reflect this. 57% of companies are using social media to be more relevant to their customers, 54% are using it to build better customer relationships, and 50% are using it to build better product awareness.

In the past 8 months, the number of UK consumers using social media as a customer service channel has doubled to 18m. This is an enormous change to the entire customer service industry – just consider that 65% of people think that social media is preferable to ringing a call centre. 68% of…

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