After my little experiment in social media and customer service back in May 2010, I thought I’d follow up with this fantastic infographic on the topic (below) showing how brands which don’t embrace the new communication mediums are going to be losing customers and damaging their market presence in the future.
There are some great start-ups in this space, helping companies do a better job of managing their presence – not least Conversocial, run by my good buddy @joshuamarch
