Young consumers’ expectation of customer service has been shaped by their social media use: they want in-the-moment care from brands. Emails with 48-hour response times are now frustrating—if not unacceptable—to a generation that prefers “live” one-on-one communication through social channels. A reported 75% of all transactions will be completed through mobile by 2020, so innovating customer care with mobile social tools that provide near-instant gratification is vital. (Inc.)
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