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By the end of the year, 80% of companies plan to use social media for customer service. On the consumer side, 62% of customers have already used social media for customer service issues.

A study by A.T. Kearney found that, of the top 50 brands, 56% did not respond to a single customer comment on their Facebook Page in 2011. Brands ignored 71% of customer’s complaints on Twitter. And, 55% of consumers expect a response the same day to an online complaint, while only 29% receive one.

. Create humanized response models to engender loyalty and build relationships. Many companies are guilty of creating robust and well-planned strategy for social customer service delivery -– but fall at the final and most important hurdle — creating a voice your audience can relate to.

Having a thousand quality fans that do something is better than having a million followers that do nothing.

Instead of spending all your efforts on selling your product, develop and foster relationships with your community by providing relevant and useful content available to them at their point of need. Understand what your customers want and give it to them.