It's seems like theses days you are more likely to see a commercial saying “like us on Facebook”than not. Brand involvement has always been the name of the game but today's technologies allow us to be more involved than ever. Theoretically you can talk directly to Oreo or Coke by posting on their Facebook walls. So why is this so important? When you have customers interacting with your product even when they are not using it you have created a customer base more loyal than others.
Social media has allowed companies to become more responsive than ever before. Today's infographic Social Customer Service: The Next Competitive Battleground shows us that companies are responding quicker than ever to their customers complaints. In fact about 84% of social media use is geared towards improving customer service. [via]