Blog: Don't use Twitter as an excuse for sloppy service

09/22/2010 | Advertising Age (tiered subscription model)

It's getting easier for companies to monitor complaints online using services such as Twitter -- but too many corporate leaders are content to play Whac-A-Mole with tweeted complaints, rather than actually addressing the causes of their customers' dissatisfaction, writes Jonathan Salem Baskin. "Empowering your customers to complain is not the same thing as taking responsibility for what they're complaining about," Baskin argues.

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