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 people 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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