Today, social media reaches 82% of the world’s population and empowers that same number to voice their opinions to all who will look and listen. The rise of mobile has further propelled social media’s use. According to a recent eMarketer survey, nearly 70 million people will access Facebook from their phones each month this year, or 85.4% of the overall mobile social networking population. That share will rise to 87.4% by 2014, according to the survey. And that’s just one social channel.
Ease of access is a key reason why social media has emerged and continues to grow as a customer service and communication channel. And as big brands continue to discover, no company is too big or too small to hear the roar of the social customer when an issue captures their attention.
The infographic below explores the power of voice of the customer on social media, as well as the power of a brand’s response: