As marketers we have learned vicariously through other companies’ mistakes on social media. If it’s one thing that we’ve learned, it’s that customers don’t mind taking to the internet and letting their disgruntled voices be heard. Even if companies don’t want to do customer service online, they may be forced to if a situation gets out of control. In fact, 58% of people who have tweeted a complaint never got a response from the offending company. Yikes! And according to bluewolf, by 2014 refusing to communicate with customers via social media will be as harmful as ignoring email or not answering the phone would be today.
How do you think social media is changing corporate customer service?