Are you ignoring your customers on social media? If you are, you're not alone. As Veronica tells us in this keynote presentation from Relate Live San Francisco, 89% of the messages sent to companies on social media are never responded to. Are we surprised then that sometimes these customers lash out with unhappy tweets that make us look bad and damage our brands?
In this talk, Veronica discusses why people get so cranky on social media and what you can do to prevent angry tweets and build, and sometimes even save, your customer relationships.
While you're at it, check out our interview with Veronica in Let’s get real: the not so secret relationship of brands and customers online.
This session was recorded on May 12, 2016.
You can also find best practices for interacting with customers on social media in Essential customer service skills: interacting with customers on social media.
Join us at our next event
The Relate Live events for 2016 are all wrapped up, but we’re always looking ahead to our next event. Keep on eye on our Events page to find out where we'll be and how to meet us there.