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The big release of the Nielsen (partnering with McKenzie&Co) State of the Media: The Social Media Report 2012 was released in December 2012.
The best social media research to date says custormer service - called Social Care when involving social media - is preferrable through social media to one third of consumers (33%). Over half (50%) said they have used social media to contact a company for complaints, praise, or questions.
The age of social media as customer service tool is here whether we like it or not.
I appreciate the feedback. It's important to remember that Klout is a quantitative tool, specifically used for Twitter. Qualitatively, we are influenced by a vast array of people outside the digital sphere, as you mentioned. Whether or not those influencers use Twitter is irrelevant --- what is relevant, however, is whether or not those influencers have a target audience on Twitter. If their audience uses Twitter, then it's vital to benchmark and understand your digital perception and influence.
Bottom line, if you don't value Twitter, then you won't value Klout -- and that's fair. But for those who use Twitter as a integral tool for their message, rather than viewing it as a fun tool, a quantitative measurement such as Klout provides an algorithm that is insightful, helpful and meaningful in relation to the impact they are creating.
I completely agree. Simple, precise communication is the foundation to your content. Thanks for your comment, Nikhil.
Thanks for your feedback, it is greatly appreciated. All of the below are important components for viral marketing strategies and I look forward to hearing more input.