The Fed has found that the underbanked actually have access to mobile phones and smartphones in greater numbers than the population overall: 91% of these consumers have a mobile phone and 57% have a smartphone. This compares to the 87% of the U.S. population who have access to a mobile phone, and 44% of all consumers who use internet-enabled phones.

An even casual social media analysis shows that there is an increasing number of internet trolls that lurk all over the web looking for opportunities to slam a person or even company.  The linked and insightful infographic below describes the inner workings of Internet trolls and why they decide to spend their online time in attack mode. It offers solid reasons why this scourge of the Internet continues and raises the bar of filtering your social media monitoring and engaging to resolve issues and learn when you've got a troll vs. disrgruntled customer

Very interesting infographic from ClickSoftware highlights compelling stats, for example, customers who engage with companies via social media spend 20%-40% more with those companies. 

Great Social Media Infographic

This is a spot-on article from Supermarket News about how Hy-Vee is providing real-time customer care to its "social" customers.  The war room may not be necessary, but the real-time monitoring and response is exactly what we are preaching.

This is a terrific primer on using Google Analytics from Liz Lockhard at Social Media Examiner. Thought you might appreciate it.

Social Media Customer Care converts negative experiences to positive and provides management with newfound insight. See what Balaji says.

There is a really strong presentation about the ROI of social media done at a recent AIIM show. It's got some really interesting metrics taken from name companies across the marketplace.

"Jeffrey Gitomer argues that you can't measure social media ROI and should not try." What do you think?
 

Yesterday's article said don't bother with social media ROI. Here's a counterpoint...