I came across a chart in Information Week’s article, “How To Get From CRM To Social” that blew me away. As in “OMG, you have got to be kidding me” blown away.
Check this out:
On Feb 22, 2012, Twitter hit 500 million users. With a world population of 7 billion people, approximately 1 in 14 people have a Twitter account. Yet, only 12% of businesses in this survey have a formal process for responding to customer complaints on Twitter.
With the number of Facebook users projected to hit 1 billion this year, approximately 1 in 7 people will use Facebook. But only 17% (approx 1 in 6) businesses surveyed are ready to respond to their customers.
That’s a lot of customers not being serviced. #Facepalm