When Consumers Tweet Complaints...
When Consumers Tweet Complaints, Should Brands Respond? is a fantastic article highlighting the trends of consumer and brand tweeting.
Here are some highlights:
- Twitter is both a water cooler and a complaint department.
- Nearly half of consumers who tweeted a complaint directed toward a brand expected the company to respond—or at least to read their tweet.
- Only a third of consumers received a tweeted response from the mentioned brand.
- As more brands have joined Twitter, consumers’ expectation for interaction with brands has risen.
- Consumers are overwhelmingly positive when brands take the time to actually respond to them on Twitter
To read the full article, click below:
When Consumers Tweet Complaints, Should Brands Respond? posted on www.emarketer.com on the 26th of October 2011.
It is evident that brands should involve themselves in the digital social space, and embrace proactive feedback - positive and negative - from consumers. In this way you can keep track of consumer expectations, opportunities and opinions; develop a two-way relationship; and build loyalty. Furthermore, being a brand that DOES respond to a tweet, sets you apart from your competitors and gives you an advantage.
TxtandTell - a mobile software solution developed by Touchwork - acts as a central repository for customer and guest feedback. Brands are able to track and respond to direct messages, mentions and hashtag mentions on twitter as well as via the SMS channel. In this way - brands can monitor their social reputation and customer interaction simply and cost-effectively.
For more information on TxtandTell, click here.
