Notes and top tweets from the SXSW Interactive 2012 session: "The Facebook Customer Service Challenge for Brands," featuring the following panelists: -- Bryan Person, Director of Social Insights at Social Dynamx -- Eric Ludwig, VP of Sales & Marketing at Rosetta Stone -- Molly DeMaagd, Customer Care Social Media Director at AT&T -- Mark Williams, Director of Community Programming at LiveWorld

1. The Facebook Customer Service Challenge for Brands
Bryan Person Eric Ludwig Molly DeMaagd Mark Williams
Social Dynamx Rosetta Stone AT&T LiveWorld
@BryanPerson @TheSEMNinja @MollyD1 @MarkWilliams
#SXCustServ

2. • 79% of consumers had their online complaints
ignored in 2011.
-- Source: 2011 Customer Experience
Impact Report [PDF link]
@BryanPerson
#SXCustServ

3. • 56% of top brands did not respond to a single
customer comment on their Facebook page in 2011.
-- Source: A.T. Kearney research
Link to eMarketer story on March 1, 2012
@BryanPerson
#SXCustServ

4. Read full post #SXCustServ

5. Bryan Person
Director of Social Insights, Social Dynamx
Twitter: @BryanPerson
@MollyD1
#SXCustServ

6. Eric Ludwig
VP of Sales & Marketing, Rosetta Stone
Twitter: @TheSEMNinja
Rosetta Stone Facebook page
@MollyD1
#SXCustServ

7. Molly DeMaagd
Customer Care Social Media Director, AT&T
Twitter: @MollyD1
AT&T Facebook page
AT&T U-verse Facebook page
@MollyD1

8. Mark Williams
Community Programming Director, LiveWorld
Twitter: @MarkWilliams
@MollyD1
#SXCustServ

9. • Click to read our blog post of top #SXCustServ tweets.
#SXCustServ