lu-vu-su

» A Better Way to Handle Publicly Tweeted Complaints

Brand managers and customer care leaders beware. Complaining about complaining has become « the new abnormal. » Consider the most obvious, and pernicious, perverse incentive: publicly tweeted complaints get faster/better reaction than calls or emails to the corporate customer contact centers. Social media circumstances invite organizations to prioritize indiscreet tweets over less transparent call center interactions. The [...]