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Half a billion tweets are now published on Twitter each and every day, and a huge percentage of these messages are from customers interacting with brands, and vice versa.
Accordingly, social media is transforming customer relationship management (CRM), and consumers expect results: 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....
What do customers expect in social media? Communication at warp speed. Beam me up Scotty!