Twitter Gets You Instant Response

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I’ll let you in on a little secret: if you’re having trouble getting through to customer support, start making your woes public on Twitter and Facebook. You’re likely going to get an instantaneous response. Why? Well, there are have been so many examples of customer rants going viral on social networks, that brands are terrified they might be next. Just take Kevin Smith’s Twitter rant about Southwest Airlines or Jeff Jarvis’ angry letter to Dell. When issues go unnoticed, brands risk the chance of a small irritation turning into a PR nightmare. Continue reading