Social Media Presence vs. Social Media Customer Care

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Is your organization part of the 34%? If so, check out this video. It might just spark a healthy discussion in your organization.