Social media offers a chance to redefine
the delivery of service to customers,
changing the way they think and talk
about a company’s brands while drastically
lowering service costs. Seventyone
percent of consumers who’ve had a
good social-media service experience
with a brand are likely to recommend it
to others,1 and 70 percent of companies
are trying out social customer care
in some form.2 But are they assigning
the right organizational “owner” to
those efforts?