The customer has it figured out, but companies are neglecting it!
Twitter is like word-of-mouth advertising (one of the fastest growing areas of communication) but the kicker here is that companies can and should respond (to good and bad) tweets about them. And they aren’t.
Honestly, we vent on Twitter when we have a bad experience and it’s a golden and free opportunity to make things right for a customer. And the customer wants them to respond!
Based on this study by Maritz Research, only 1/3 of the people they surveyed who had tweeted a complaint received a response. 86% of those who didn’t receive a response wanted one.
As a customer, I would rather tweet at you than call customer service and get put on hold.