The instant gratification of social media has really changed the expectations of customers in terms of customer service satisfaction. People are using social media to communicate with businesses, and while this might sound great and exactly what businesses want, most businesses aren't ready to handle it. 42% of customers expect to hear back from businesses on social media within an hour of their reaching out to them. The average response time of the top 100 US retailers, though, doesn't reflect this. The average response time for the top 100 US retailers on Facebook is 1 business day, and on Twitter, it's a little over 11 hours. Watch today's Daily Brown Bag to learn more about how social media is having an effect on customer service, and ways to improve your customer service experience to handle these newly realized expectations.

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