The statistics are damning – British business doesn’t appear to be ready for the social customer. Our infographic below shows that just 16% of British businesses have adopted Social CRM, while 17% are completely unaware of its existence.
Only 21% are planning to implement, while 46% have absolutely no plans to “go social” with their customer relationship management software just yet.
This is in stark contrast to the social customer. 42% of social media users have used their social accounts to contact a brand, and 61% are willing to give feedback. Indeed, social customers are getting increasingly impatient with brands and their lack of response. 25% of those who complained on social networks (Facebook and Twitter in this instance) expected an answer within the hour, and 6% within 10 minutes!