May 30, 2018
Bitter on Twitter
These days disgruntled customers can vent their spleen on social media instantly, but many companies are not handling these platforms properly, experts say. If a customer's order goes astray, the social media dialogue about the incident should show what the company has done to resolve the problem. For a long time it has been tough for firms to interact with customers via these other, popular, social media channels. The irony is that the huge amount of information people share via their social media profiles, apps, chat groups and blogs gives companies a golden opportunity to know much more about their customers and target them with much more specific messaging. The more you know about your customers - particularly the most influential ones on social media - the better you can nip complaints in the bud before they become full-blown Twitter public relations crises.
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