Ignoring Twitter Complaints - A Perilous Choice
I've noticed, when I get into a Twirt mood (a Twirt is an irritated Tweet), that businesses that I vent at never seem to respond. Air Canada, Swiss Chalet, even a local car dealer - none seemed to think it important to address my irritation. Well - here's ammo to support that this is not just my pet peeve companies, but a whole lot more. What I don't get is why they would miss out on a service recovery opportunity, which may actually deepen loyalty. All for the sake of the cost of a monitoring tool like Sendible or Sprout Social? Come on, pony up the cash, and pay attention. The future belongs to loyalty.