This infographic from The Institute of Customer Service shares key findings from its research to explain how customers are demanding social media be used as an interaction point with today's brands. (Click to enlarge)
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.