Kyle Lacey has an excellent post which follows up on yesterdays post from Jay Baer that 70% of companies don’t respond to complaints on Twitter.
“I found something else in the study and I find it fairly disturbing. Yes, 70% of companies ignoring customer complaints on Twitter is disgusting. However, the study also found that 51% of respondents didn’t believe the company would actually answer them anyway.”
“This is a symptom to the overall problem of communication within the digital world. There is a great quote from Paul Greenburg that pretty much sums all this up.”
“What I do care about is that you conclude that your company needs to change the way you deal with the customer NOW, because the customer has already changed the way they deal with you.â€
Read the whole post to find the three things Kyle thinks you should remember (although he neglected to mention Sprinklr’s SIREn platform we’ll forgive him this time.)
Tags: branding, Social Media Marketing, Twitter
