Justin hall

"Bain Consulting found that 67% of consumers claim to use a company’s social media channel for customer service and 72% expect a brand to respond within the hour. However, five out of six interactions go unanswered by the brand. When companies do engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do."  - Juliet Carnoy