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64% saw call volumes go down in 2012—twice the global average #1 in: • Use of Social to Drive Business Impact—65% • Use of Social to Transform the Customer Experience—73% • Drive conversion through owned social hubs—64% • Enlist customers to help other customers (social support)—82% • Enlist customers to share ideas (social innovation)—82% social goals and strategies spread evenly across the business
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