Our friends at Brandwatch recently performed an experiment to find out how well brands were doing on Twitter. Were they meeting their customers’ expectations? Or were they doing more harm than good?
The results were pretty staggering.
Here’s Iris from Brandwatch with insights into typical missed opportunities and advice on how we can all get better at winning over customers on Twitter.
“Brands ignore 95% of all non-tagged complaints.”
With more than 284 million monthly active users, and more than 500 million tweets sent every day, it’s no surprise that brands are increasingly adopting Twitter into their social customer care.
Unfortunately, achieving customer success on Twitter requires more than claiming an account and chiming in the new web traffic. Even the world’s biggest brands have found themselves less successful than expected.