Quick Study: Use of Social Media for Service Proves Powerful; Coca-Cola Tops Brand Rankings—Retailers Make Gains

â–¶ Socially Attuned Consumers Wield High Influence: One in five consumers polled for the 2012 American Express Global Customer Service Barometer said they’ve used social media at least once in the last year to obtain a customer service response, and this group of consumers is extremely engaged and vocal.