Social Media On Your Brand, Your Brand On Social Media [INFOGRAPHIC]

Sounds great, right? Much cheaper for brands, and far easier to manage volume. But when you consider that 60 percent of companies don’t respond to customers via social channels – even when asked a direct question – and that 70 percent of all complaints made by customers on social media go unanswered, you’re left with something of a disconnect.

Indeed, a recent study showed that 35 percent of retailers actually erased a customer’s question on their Facebook Page.

But what about brands that embrace these tools?

Socially engaged customers spend 30 percent more than other folk, and, as importantly, tell an average of 42 people about great customer service.