Thanks to @Margaret_Marie for sharing this article on Twitter using the #MCSMN hashtag.
A total of 90 percent of the 1,000 consumers surveyed by Sprout Social have used social sites to communicate with a brand in some way. These consumers said they reach out on social before all other methods, including phone or email, when they have a problem with a product or service.
Messages requiring responses also increased 18 percent over the past year, which indicates that more consumers are shifting to a social-first mentality.
What are you doing to keep up?