Social media mavens communicate customer service

Consumers who have used social media for service are more willing to tell others about their experience. "They ... tell three times as many people about positive service experiences compared to the general population," says American Express' executive vice president of world service, Jim Bush. But a good service reputation doesn't come easily, with 93% saying that companies fail to meet expectations, according to American Express' Global Customer Service Barometer survey.

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Savvy Social Media Users Influence Peer Purchases - MediaPost Communications

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