From McKinsey Insights: Social care in the world of now

From McKinsey Insights: Social care in the world of "now"

http://www.mckinseyonmarketingandsales.com/social-care-in-the-world-of-now

Within one hour. That’s the amount of time by which 53 percent of who tweet your brand expect an answer. If it’s a complaint, it goes up to 72 percent.

Customers likely to recommend a brand

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