Reblogged from prweek
Consultanting firm Blue Wolf recently released an infographic on the impact of social media and customer relationship management. It found that 58 percent of businesses still aren’t responding when customers Tweet about a bad experience. But by 2014, refusing to engage customers through social channels will be as harmful as ignoring phone calls and emails is today. Click here to see infographic, including how “e-service” is projected to grow as the front line of customer service.