The ubiquity and influence of social media is transforming the way consumers interact with brands and visa versa. For example over half a billion tweets are published on Twitter each and every day, and a huge percentage of these messages are from customers interacting with brands. Many reputable brands which have build up over the years are only 140 characters away from losing it all if they don’t effectively monitor and manage the social media conversations taking place about them.
Accordingly, social media is transforming customer relationship management (CRM), for example when it comes to consumer expectations, one in four Facebook and Twitter users think that companies should reply to their complaints on social media within one hour, and two-thirds expect a same-day response.
This visual from Fanhub looks at how social media is transforming the area of Customer Relationship Management: