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Brands Ignore Complaints Made On Social Media

More than 2,000 British consumers were questioned by YouGov, on behalf of a social media monitoring site Brandwatch, and more than 50 per cent said they bother to complain on Twitter because they want companies to learn from their mistakes. The study discovered that the majority of brands do not take on board social media feedback and improve customer satisfaction. Instead, brands ‘firefight’ negative comments on Twitter and do not actually take on people’s comments.

Read the whole story at The Telegraph »

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