A fellow consumer journalist working for The Pioneer Press in Minneapolis, in the US, wrote an interesting piece recently on the power of social media when it comes to consumer gripes.
The paper’s “Watchdog”, Debra O’Connor, asked several regional and national “reputation managers” for their view of complaints posted on Facebook and Twitter, versus the companies’ own call centres or websites. They told her that because businesses realise they can’t afford to ignore these very public whinges, “tweeps” and posters often ended up in “a preferred position”.
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