tag:blogger.com,1999:blog-7781366.post1663049367375659519..comments2024-01-31T23:52:13.724-08:00Comments on Marsha Collier's Musings: Customer Service Through Social Media: My, How The Game Has Changed !Marsha Collierhttp://www.blogger.com/profile/12134719572941501226noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-7781366.post-51296698271631428252011-09-19T04:57:27.939-07:002011-09-19T04:57:27.939-07:00Marsha, great statistics on social media. Our rese...Marsha, great statistics on social media. Our research clearly supports your findings. Additionally, 95% of consumers either feel positively or neutral about a company getting back to them about a posting, so it just makes sense to insure that every company has the resources to respond to customers in a timely manner. Lastly, as you pointed out, consumers' expectations for almost real time turnaround are increasing every day. Social media has made the need for consistent excellent service even more important than ever. And companies should make sure that frontline associates who make customers happy and guarantee repeat business are shown equal appreciation by their employers. Richard Shapiro, The Center For Client RetentionRichard Shapirohttp://www.tcfcr.comnoreply@blogger.com